Customer Support Lead

Our client is a fast-growing AI healthcare startup transforming home health care through generative AI. Serving 300+ agencies and tens of thousands of patients daily, they are seeking their first Customer Support Lead to build and scale their support function. Reporting directly to the Co-Founder, you will lead an offshore team of approximately seven support representatives while remaining hands‑on with high‑priority customer issues. This high-impact role offers significant ownership and a clear path to broader Customer Experience (CX) leadership as the company continues to grow. What You’ll Do Lead & Accountable Management: Manage a team of ~7 offshore customer support representatives. Set clear expectations, establish consistent follow‑ups, and ensure seamless communication across the team. Hands‑on Support: Act as the primary tier‑3 escalation point, personally handling high‑priority tickets to ensure agency owners and managers receive white‑glove service. SLA & Queue Oversight: Monitor and enforce response times and SLAs, actively flagging bugs and escalating engineering issues as needed. Infrastructure Building: Continuously improve support workflows and build robust automations/routing directly within Zendesk. Self‑Service Expansion: Design and maintain self‑serve support infrastructure, including comprehensive help centers and customer‑facing documentation. Data‑Driven Insights: Analyze support data to identify macro trends, reduce ticket volume, and partner closely with Product and Customer Success teams to improve the user experience. What You’ll Bring Experience: 4 to 7 years of experience in B2B SaaS customer support, with at least 1+ years of dedicated experience directly managing people (not just holding a "lead" title). Startup Agility: Proven experience navigating a fast‑growing startup environment (Seed to Series B) * Domain Familiarity: Background in healthcare or health‑tech SaaS customer support is highly preferred * Technical Mastery: Deep, admin‑level expertise in Zendesk (building workflows, triggers, automations, and tracking metrics). Communication Style: Exceptional communication skills with the ability to be direct, transparent, and hold offshore teams to high standards of accountability. Logistics: Must be based in the SF Bay Area and comfortable with a hybrid in‑office schedule. What’s in It for You Compensation: $120K–$140K base salary, $132K–$168K OTE (10–20% annual performance bonus), plus meaningful, early‑stage equity. Impact: Join an elite 12‑person team at the ground floor and replace legacy software built in the 1990s with bleeding‑edge AI. Growth: Own an entire department’s operations with a direct line of sight to a future executive CX role. #J-18808-Ljbffr