Customer Support Lead

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