Customer Support Lead
Lead and scale a customer support team at a B2B SaaS healthcare AI startup. Own SLAs, Zendesk tooling/automation, self-serve infrastructure, and use data to reduce support volume while coaching reps.
What You'll Do
- Lead and grow the team. Manage, coach, and develop a team of customer support representatives. Own hiring, training, and onboarding as the team scales.
- Keep service exceptionally fast. Own SLAs and keep response and resolution times best-in-class. Ensure the team operates as efficiently as possible without sacrificing quality.
- Build the support engine. Design and continuously improve processes, workflows, and tooling in Zendesk. Create automations that remove repetitive work and speed up resolution.
- Turn support into insight. Constantly analyze where the biggest opportunities are to reduce support queries, surfacing trends to the product and customer success teams to drive fixes at the root.
- Build self-serve infrastructure. Develop a robust self-serve layer (help center, documentation, in-product guidance) so clinicians can solve more on their own.
- Stay close to clinicians. Be comfortable texting and calling customers daily. Lead by example on what great, human support looks like.
What We're Looking For
- 5+ years in customer support or customer experience at a B2B SaaS company, with at least 1-2 years leading a team. Experience at a fast-growing startup, ideally seed to Series B.
- Highly analytical. You set up processes, track everything, and let the numbers guide where you focus.
- Deep familiarity with Zendesk and a genuine excitement for building automations.
- Exceptional written and verbal communication. You're comfortable on the phone, over text, and in writing every day.
- A bias toward getting ahead of problems rather than just clearing the queue.
- High ownership mentality and comfort operating in ambiguity.
Nice to Have
- Familiarity with healthcare or home health.
- Experience building self-serve support infrastructure from the ground up.
Compensation & Benefits
- Platinum health, dental, and vision insurance
- Flexible PTO
- Unmatched career growth opportunity in customer experience
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