Founding Designer

About the role

As a Senior Frontend Engineer at Zite, you'll build many of the core user experiences across our products — including apps, forms, scheduling, websites, and database. We're looking for someone who's an expert at frontend development, especially with React, Next.js, TypeScript and Tailwind. You should have a strong grasp of performance, component architecture, and building interfaces that feel fast and intuitive. You'll collaborate closely with our design team to implement a consistent, extensible design system. You don't need to be a designer, but you should care about the details and enjoy bringing great designs to life. We move fast and hold a high bar for quality.

Responsibilities

• Lead the team: Mentor and develop a high-performing support team across time zones, creating clear career paths and coaching for growth.
• Raise the bar: Own and improve core metrics like CSAT, response time, backlog, and handle time. Build processes that deliver speed, consistency, and quality.
• Shape the product: Capture and share customer feedback systematically, championing the customer perspective in cross-functional discussions.
• Build the foundation: Create and maintain training, playbooks, response templates, and knowledge systems that help the team scale effectively.
• Collaborate deeply: Partner with product, engineering, and GTM teams to resolve complex challenges, influence priorities, and design scalable processes.
• Innovate with AI: Pioneer automation and intelligent routing approaches that improve efficiency without losing the human touch.

Qualifications

• 5+ years of experience building frontend-heavy applications is required.
• 6+ years in technical customer support or success, ideally in SaaS products.
• 3+ years leading high-performing support teams.
• A balance of strategic vision and willingness to get hands-on.
• Strong operational chops, AKA building data-driven workflows, using metrics to guide decisions, and planning capacity with precision.
• Excitement about the role of AI in shaping the future of support (bonus for experience with Intercom FinAI).
• Adaptability to thrive in fast-paced, evolving environments.

Benefits

• Top-of-the-line medical, dental, and vision insurance.