User Support Lead
Core
Lead and scale the user support team to act as the first line of response, surfacing and routing bugs to engineering for a software product.
Role type
Senior User Support Lead / Team Manager
Builds
A scalable support operation, including team, processes, tooling, and knowledge base
Domain
Software product support / Technical troubleshooting
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Team leadership and hiring, Support platform administration (Sierra, Intercom), AI agent flow design, Technical troubleshooting and bug reproduction, Workflow design, Data analysis and metrics reporting
Preferred skills
Internal tool support experience, JIRA usage, QA/defect management processes, SLA definition
Technologies
Sierra, Intercom, Zendesk, Front, Ada, JIRA
Responsibilities
Own the full user support function strategy and operations, Build and manage the support team, Design workflows to convert user reports into bug tickets, Configure and improve the support stack with AI agents, Create internal documentation and knowledge base, Define and report on support and bug discovery metrics, Partner with engineering to triage findings and close the loop
