💼 About This Role

You'll lead a team of L1 support specialists at a high-growth SaaS company, shaping team culture and driving operational efficiency. You'll serve as a bridge between frontline support and cross-functional teams, ensuring high-quality customer experiences and driving process improvements.

🎯 What You'll Do

• Lead, inspire, and develop a team of L1 Product Support Specialists.
• Own and continuously refine support workflows and escalation paths.
• Oversee end-to-end resolution of customer issues with empathy and accuracy.
• Lead onboarding programs and develop ongoing training curricula.

📋 Requirements

• 3+ years of experience in Product Support or Account Management.
• 2+ years in a formal Team Lead or people management capacity.
• Experience leading support teams in a high-growth SaaS environment.
• Strong technical aptitude to quickly learn complex product functionality.

✨ Nice to Have

• Experience with AI-assisted triage or automation tools.
• Knowledge of influencer marketing platforms.
• Experience with knowledge base management.

🎁 Benefits & Perks

• 🏖️ Flexible work model combining in-person and remote work.
• 📈 Growth opportunities at a fast-growing company.
• 🏆 Award-winning culture recognized by BuiltIn LA and NY.
• 💡 Innovative environment with leading influencer marketing technology.