Customer Support Lead

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Customer Support Lead

We’re looking for our first dedicated Customer Support Lead to help us build a world-class support experience from the ground up. As an early hire, you’ll be both hands-on (directly helping customers) and strategic (designing the systems, processes, and playbooks that will scale as we grow).

This role is perfect for someone who loves solving problems, thrives in fast-moving environments, and wants to take ownership of customer experience in a startup.

What You’ll Do

• Be the first point of contact for customer inquiries via email, chat, or phone.
• Set up and manage our support tools (helpdesk, ticketing, FAQs, knowledge base).
• Write clear, empathetic, and scalable response templates and playbooks.
• Collect feedback from customers and work with the product team to improve the experience.
• Define and track key support metrics (response time, satisfaction, retention).
• Build and document processes for future team members.

What We’re Looking For

• Strong communication skills — clear, professional, and empathetic.
• Comfortable with tech and learning new tools (Zendesk, Intercom, Help Scout, etc.).
• A builder’s mindset — able to design processes, not just follow them.
• Self-starter who enjoys ownership and isn’t afraid to roll up their sleeves.
• Bonus: experience setting up support operations from scratch.

Why Join Us

• Be the founding member of our customer support team and shape how we serve our customers.
• Work directly with the founders and have a voice in company growth.
• Build something meaningful — our customers rely on us for front of line support.
• Growth opportunities: as the company scales, you’ll have the chance to lead the direction of customer experience

Job Type: Full-time

Pay: $45,000.00-$58,000.00 per year

Benefits:

• Commuter benefits
• Paid time off

Application question(s):

• Do you have experience with any support desk software such as zendesk, intercom or similar?

We are open to take someone with no experience also, if you can answer why you believe would be able to set this type of software up and/or use it successfully.

• How would you describe the energy and attitude you bring to a team?
• We want a teammate who’s in it for the long haul, someone who wants to build and grow alongside us. What are your personal and professional aspirations, and how might this role fit into them?
• Startups move fast and sometimes everyone has to wear different hats. Are you comfortable jumping in wherever needed and finding solutions no matter what?

Work Location: In person