Customer Support Lead

Gold & Aron Conseil is an executive search firm. We are recruiting on behalf of our client, a high-growth, AI-first GTM software company.

Our client is scaling its operations and is hiring a Customer Support Lead. The ideal candidate is a hands-on builder excited to create and own the customer success/support engine for the company. This role will lead the CS charge internally: solving support issues, educating clients, and representing client requests and needs. This individual will:

• Quickly ramp up to gain a deep understanding of the technical product, as well as the company’s business model, culture and long-term goals.
• Lead the end-to-end support function: empathetically resolve support issues across different channels in a timely manner as the first point of contact for customers requiring help. Manage daily ticket flows and response times.
• Track bugs and/or potential product issues that customers face, documenting findings and recommendations. Work with product and engineering to find and implement the best solutions.
• Lead the support team: Build playbooks for future team members as the team scales. Provide feedback, address skill gaps, and coach team members on best practices.
• Meet/exceed SLAs and CSAT expectations. Document support cases methodically and escalate complex cases effectively.

Ideal Profile:

• 4+ years in Customer, Product, or Technical Support at a B2B SaaS company.
• Experience with ticketing/case management systems: Service Cloud, Zendesk, Jira, ServiceNow.
• Prior success leading multi-channel support teams and measuring KPIs (CSATs, response times).
• Comfortable with APIs, integrations, and complex technical software. Previous exposure to web-based software.
• Proven success building support teams from the ground up in a startup or scaleup.
• High EQ to navigate difficult customer conversations and internal cross-functional teams.
• Highly analytical and able to troubleshoot technical issues effectively.
• Thrives in ambiguity and fast-paced, tech-first settings.
• Exceptional written and verbal communication skills.
• High attention to detail, especially under pressure and juggling multiple priorities at once.

Location: San Francisco (in-office)