Dig into support data and customer feedback to find trends, root causes (including repeat contacts and rework), and opportunities that make a real difference
Partner with Product and other teams to turn customer insights into better products and fewer repeat problems
Coach and develop your team, building a culture of ownership, curiosity, and high standards
Talk directly with customers, earn their trust, and bring thoughtful solutions to their toughest challenges
- Roll up your sleeves and jump in wherever you’re needed, because no task is too small when the team and customer come first
- About You:
- 7+ years of experience in customer support or customer experience, preferably in a B2B SaaS environment
4+ years of people leadership experience, including managing team leads or supervisors
Proven track record of improving customer outcomes such as CSAT, repeat contacts, and rework, while keeping resolution rate and response times healthy
Hands-on experience with support platforms such as Zendesk, including workflows, reporting, and automation
Experience building or deploying customer-facing AI or chat experiences (such as virtual agents or support platform AI features) and surfacing the right knowledge for agents who support multiple products
Strong analytical skills, with the ability to turn support data and customer feedback into clear, actionable improvements
- Excellent communication skills, with the confidence to engage customers directly and influence cross-functional partners
- Benefits & Perks:
- Medical coverage for employees and dependents (80-90% covered by employer)
Employer HSA contribution with HDHP
401(k) match up to 3.5%
Dependent Care Flexible Spending Account (FSA)
Dental & Vision coverage available
Basic Life and AD&D Insurance
Short and Long Term Disability
Flexible Time Off & 12 Paid Annual Holidays
Paid Parental Leave
Pawternity Leave, Financial Pet Adoption Support & Subsidized Pet Insurance
$250 Annual Stipend for Learning and Development
