🛠 Tech Stack

💼 About This Role

You'll lead the customer support function for a fast-growing B2B SaaS platform, scaling operations, SLAs, and team development. You'll partner with Customer Success, Product, and Engineering to resolve complex issues and improve the customer experience. This role offers the chance to build scalable systems in a high-growth company backed by top investors.

🎯 What You'll Do

• Own end-to-end resolution of incoming customer support requests across all channels
• Lead and develop a high-performing support team through coaching and mentorship
• Monitor and manage support KPIs including response times and CSAT
• Act as escalation point for complex issues and cross-functional coordination

📋 Requirements

• 6+ years of experience in B2B SaaS customer support
• 2+ years in a people-management role
• Strong operational rigor with SLA and escalation management
• Technical fluency with APIs, integrations, or contact center software

✨ Nice to Have

• Experience with SQL or data analysis
• Experience with marketing automation or voice systems
• Experience with Zendesk or Intercom administration

🎁 Benefits & Perks

• 🏥 Medical, Dental, and Vision plans (80% covered)
• 🏖️ Flexible PTO & 11 paid holidays
• 💰 401k Plan
• 👶 Paid parental leave
• 🍩 In-office breakfast and snacks daily