Customer Support Lead

Responsibilities

• Build systems to triage and resolve inbound support tickets across email, portal, and phone — first response within 2 business hours, resolution within 24–48 hours for standard issues
• Own technical support escalations: portal bugs, access issues, submission errors, document delivery failures — coordinate with engineering and track in Linear
• Manage formal complaints process: log every complaint, identify root cause, propose resolution within 48–72 hours
• Own collections follow-up: proactively manage overdue accounts while preserving customer relationships
• Build and document clear escalation paths to engineering, legal ops, or leadership
• Analyze ticket volume and themes monthly; surface top patterns to product and operations via VoC review
• Build support team — hire, onboard, and develop agents as volume grows
• Develop and maintain support documentation, FAQs, and internal runbooks

Requirements

• 4–6 years B2B customer support experience, including 2–3 years in lead or senior IC role
• Experience handling technical support in SaaS environment; ability to troubleshoot and communicate with engineers
• Strong process and documentation instincts — build runbooks, escalation paths, playbooks
• Empathetic under pressure; de-escalate frustrated customers while coordinating fixes
• Experience with ticketing systems (Zendesk, Intercom, Front, Pylon, or similar)
• Proven ability to manage collections or billing escalations professionally
• Eagerness to hire and develop a team

Nice-to-haves: Legal services, healthcare, or document workflow background

Success Metrics

• First Response Time: within 2 business hours
• Resolution Time: Standard tickets within 24–48 hours
• Complaint Closure: 100% logged, responded in 24 hours, resolved in 72 hours
• Collection Rate: Improvement in overdue resolutions
• Ticket Theme Reporting: Monthly VoC summary
• CSAT: Positive feedback trend