Customer support lead
Core
Build and own the customer support function from the ground up for a SaaS platform that transforms business conversations into client-ready outcomes.
Role type
Senior Customer Support Lead (SaaS)
Builds
Support infrastructure, knowledge base, AI-powered workflows, and operational dashboards
Domain
SaaS / Business Communication Technology
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Customer support operations, AI tool usage (Claude/ChatGPT), automation tools (Zapier), support platform setup (Pylon/Fin), analytical mindset, systems thinking, cross-functional collaboration
Preferred skills
Building support functions from scratch, CRM tools (HubSpot), multi-vertical customer experience, product/QA exposure
Technologies
Intercom, Pylon, Fin, Zapier, Claude, ChatGPT
Responsibilities
Design and build support centre infrastructure, establish SLAs and response processes, handle complex escalations, synthesize customer feedback into product insights, build operational dashboards, coordinate with product and engineering teams
Seniority
Senior, hands-on IC building a function from scratch
