Customer Support Lead
Gold & Aron
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)
Vacancy posted 2 days ago
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