Customer Support Operations Lead | $80Kâ$120K + Remote | High-Growth Event Planning SaaS Company
Customer Support Operations Lead | $80Kâ$120K + Remote | High-Growth Event Planning SaaS Company
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1 Vacancy
Job Description
We seek a detail-oriented people-first Customer Support Ops Lead whos a hands-on Individual Contributor and leader to join our growing team. This role is critical to ensuring our customers have a smooth and successful experience on our platform. It is a hybrid of responsive customer support and building customer support ops from the ground up.
Responsibilities
- Be the first line of defense for live customer issues via Intercom (chat email and occasional phone).
- Manage and optimize the Intercom setup: workflows automations AI assistant (Fin) and macros.
- Improve support processes and documentation based on customer interactions.
- Own key support KPIs like ticket resolution time customer satisfaction and responsiveness.
- Act as a player-coach: lead by example while mentoring and growing a small team.
- Collaborate cross-functionally with Product Customer Success and Engineering to escalate and resolve issues.
Qualifications :
- 26 years in a B2B SaaS support or support operations role ideally in a startup or high-growth company.
- Proven experience building or significantly improving support processes and tooling.
- Hands-on Intercom or similar software experience is required (backend workflows bot management automations) - (similar: HelpCrunch Tidio Freshdesk / Freshchat (Freshworks) LiveChat LiveAgent Customerly etc)
- Operational mindset someone who enjoys creating order out of chaos and building scalable systems.
- Customer-first mentality with strong communication skills (written and verbal).
- Comfortable in ambiguity adaptable and resourceful thrives in fast-paced environments.
- Bonus: experience mentoring or managing others.
- Bonus: experience in the hospitality or events industry.
Additional Information :
About SaaS Talent
SaaS Talent is more than just a recruiting company. Were your hiring business development and growth partner with 20 years of experience in SaaS and Hi-Tech that helps you scale and transform your business. Weve worked with 100 companies and helped them achieve their goals. From streamlining sales marketing and operations to hiring ideal talent and getting funding if youre struggling to grow were an ideal choice.
Reach out to us at to learn more about how we can help you.
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Yes
Employment Type :
Full-time
Employment Type
Remote
Company Industry
Key Skills
- Foreign Office
- Analysis
- Banking Operations
- Corporate Finance
- Manual Testing
