Support Team Lead
Support Team Lead
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USD 130000 - 170000
1 Vacancy
Job Description
About this role
Were looking for someone to lead our Support team and improve how we help customers across the board. In this role youll manage our global team of agents while ensuring our support organization aligns with and drives toward our broader company goals.
Things youll be working on
Optimizing endtoend support workflows in Pylon
Designing differentiated support SLAs response windows & touchpoints for Basic Standard & Growth tiers
Auditing ticket flows and redesigning macros triggers & queues to drive support queue efficiencies
Creating a structured tagging system to classify tickets by type (bugs feature requests & escalations)
Maintain shared dashboards and triage boards surfacing ticket trends NPS feedback and highseverity incidents
Deepening product mastery & technical debugging
Becoming an expert in debugging customer issues by developing a deep understanding in Replo technical internals
Building up the teams ability to independently investigate troubleshoot and document solutions for complex technical issues
Collaborating with Engineering and crossfunctional teams (Product Growth Marketing) on bug reproduction prioritization and backlog alignment
Managing and scaling a global support team
Overseeing 9 agents across Tier1 Tier2 & Billing for 24/7 chat support coverage
Running shift planning performance reviews & uniteconomics analysis
Fostering crosstimezone collaboration professional development and accountability across the team
Championing documentation and knowledge sharing
Auditing & optimizing help center articles FAQs & internal runbooks for searchability & relevance
Establishing agent feedback loops to spot gaps and prioritize new content
Training the team on help center best practices and leveraging AI deflection to boost firstcontact resolution
Looking for someone who
Thrives with a strong ownership mentality in a resourceconstrained startup
Brings 4 years of handson experience optimizing support operations and tooling (Pylon Zendesk etc.
Demonstrates intellectual curiosity and solid debugging skills (HTML JS CSS)
Communicates clearly and collaborates effectively with Product Engineering Growth & Marketing
Thinks strategically about customer support as a lever for retention upsell and cost savings
Moves quicklyshipping improvements continuously rather than planning for weeks
Values clean maintainable processes documentation and datadriven iteration
Bonus points if you
Have started a company or worked at an earlystage (Series A or earlier) startup previously
Have an eye for visual design (or past experience in product design Figma etc)
The salary range offered depends on a variety of factors including jobrelated knowledge skills experience and market location. In addition to the salary a performance bonus and longterm incentives may be provided as part of the compensation package as well as a full range of medical financial and/or other benefits dependent on the position offered.
Replo is committed to equal employment opportunities regardless of race color genetic information creed religion sex sexual orientation gender identity lawful alien status national origin age marital status and nonjob related physical or mental disability or protected veteran status. Pursuant to the San Francisco Fair Chance Ordinance we will consider for employment qualified applicants with arrest and conviction records.
Note on Visas At this time Replo is unfortunately unable to support employees on visas.
Employment Type
Full-Time
