We seek a detail-oriented, people-first Customer Support Ops Lead who’s a hands-on Individual Contributor and leader to join our growing team. This role is critical to ensuring our customers have a smooth and successful experience on our platform. It is a hybrid of responsive customer support and building customer support ops from the ground up.ResponsibilitiesBe the first line of defense for live customer issues via Intercom (chat, email, and occasional phone).Manage and optimize the Intercom setup: workflows, automations, AI assistant (Fin), and macros.Improve support processes and documentation based on customer interactions.Own key support KPIs like ticket resolution time, customer satisfaction, and responsiveness.Act as a player-coach: lead by example while mentoring and growing a small team.Collaborate cross-functionally with Product, Customer Success, and Engineering to escalate and resolve issues.
