We seek a detail-oriented, people-first Customer Support Ops Lead who’s 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.
- 2–6+ 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.
About SaaS Talent
SaaS Talent is more than just a recruiting company. We're 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. We've worked with 100+ companies and helped them achieve their goals. From streamlining sales, marketing, and operations to hiring ideal talent and getting funding, if you're struggling to grow, we're an ideal choice.
Reach out to us at www.saas-talent.com to learn more about how we can help you.
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