Key Responsibilities
Team Leadership & Performance
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Lead a high-volume Customer Support team, driving performance against SLAs, quality, productivity, response time, resolution time, and backlog targets.
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Coach, train, motivate, and hold agents accountable through QA scoring, 1:1s, performance management, and disciplinary processes when required.
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Set team goals, track KPIs, and report performance trends to leadership.
Billing & Escalations
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Oversee subscription and billing operations — renewals, cancellations, refunds, payment issues, disputes, and chargebacks.
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Act as the final escalation point for complex or high-risk customer complaints.
Systems & Technology
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Own the Customer Support tech stack — CRM configuration, routing, workflows, automations, integrations, permissions, and system improvements.
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Lead or support CRM migrations, new tool implementations, integrations, testing, and rollouts.
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Implement and optimize AI/LLM-powered support processes — chatbots, automated triage, agent-assist tools, knowledge retrieval, escalation logic, and human handoffs.
Data & Reporting
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Build and maintain reporting on team and support-wide performance; turn data into actionable process improvements.
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Analyze trends in ticket volume, CSAT, and escalations to identify systemic issues.
Process & Documentation
- Maintain and improve SOPs, knowledge bases, escalation procedures, training materials, and operational controls.
Required Experience & Skills
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3+ years of Customer Support leadership experience in a US-facing B2C SaaS, technology, digital product, or subscription business.
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Strong understanding of US customers, service expectations, billing practices, and consumer escalation norms.
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Proven experience managing high-volume teams against SLAs and CS KPIs (FRT, resolution time, backlog, CSAT, QA, productivity).
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Hands-on administration of a CRM/support platform such as Freshdesk, Zendesk, Intercom, workflows, automations, integrations, and reporting.
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Experience with CRM migrations, system implementations, or major support technology changes.
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Practical experience implementing AI/LLM solutions in Customer Support (bots, automation, agent-assist workflows).
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Strong knowledge of subscription billing, refunds, cancellations, payment disputes, and chargebacks.
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Experience with QA frameworks, coaching, training, performance management, and process improvement.
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Advanced proficiency in data analysis (Excel/Sheets required).
What We're Looking For
A proactive, technically capable leader who manages people, systems, and performance in equal measure — someone who spots problems early, uses data to find root causes, and improves Customer Support through stronger process, technology, automation, and accountability.
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