Senior Lead Customer Support

About the role

We're looking for a Senior Lead Customer Support to build and own Moxie's entire customer support organization—top to bottom. This is a full-scope build spanning our AI-powered self-service layer, a new frontline support team you'll build from the ground up, and a clear model for leveraging subject matter experts embedded across the business. You'll unify these under one tiered structure and service standard, design the escalation lattice, own the department budget, and set the multi-year vision for a support org competitive with Moxie's peers.

The vision is that no Moxie practice ever has to wonder where to turn. This role exists to build a single front door—one place where any question from any practice gets a fast and helpful answer, with nothing falling through the cracks.

Responsibilities

• Own Moxie's support organization end-to-end—from Tier 0 AI-powered self-service (administered via Intercom/Fin) to a Tier 1 frontline team you'll develop and lead, through to subject matter experts across the business—unifying all under one tiered model and service standard.
• Design the escalation lattice in partnership with subject matter experts: map what gets resolved through AI, what belongs to the core support team, and what escalates to a specialist—either automatically or after Tier 1 engagement.
• Own Tier 2 SLA accountability: track compliance, surface trends, and partner with functional managers to address gaps, even without direct management of those teams.
• Train a new Tier 1 support team against a documented playbook you build.
• Own and drive core support metrics—CSAT, Tier 0 deflection rate, live chat response time, SLA adherence, and % of tickets resolved without reaching a PSM—establishing baselines and ramping toward competitive targets.
• Build a data-backed, multi-year vision for "excellent support" at Moxie, becoming the org's go-to authority and a "voice of the customer" partner to Product, Engineering, Marketing, and Sales.

Requirements

• Track record of building or turning around a customer support organization end-to-end, including designing the operating model itself.
• Experience managing AI-assisted support tooling (e.g., Intercom/Fin or similar) and a clear point of view on where automation should own the resolution path.
• Experience hiring, training, and managing offshore support teams, ideally including building a Tier 1 function.
• Comfort operating in a dotted-line accountability model—driving SLA compliance and escalation behavior across teams you influence but don’t directly manage.
• Ability to translate support performance into metrics that resonate cross-functionally (CSAT, deflection, SLA adherence, response time).
• A systems-building mindset: preference for designing the right operating model over patching the current one, with full autonomy in an early-stage, fast-moving environment.

Benefits

• Full-scope build opportunity: design and unify an entire support organization—AI, concierge, reps, and a brand-new offshore team—under one standard of excellence.
• Strategic ownership: build the single front door for all Moxie practice support, with cross-functional reach and direct visibility to senior leadership.
• Autonomy and impact in an early-stage environment transitioning from startup to scale-up.
• Culture rooted in values: act as owners, give more than we take, move with speed and care, and simplify and learn every day.

Pay

Compensation Range: $127,935 - $156,365