Senior Lead Customer Support
Skills
IT EscalationLeadershipMarketingProcess Safety ManagementSalesService StandardsService-Level Agreements
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- Track record of building or turning around a customer support organization end-to-end
- Experience managing AI-assisted support tooling such as Intercom or Fin
- Experience hiring training and managing offshore support teams
- Comfort operating in a dotted-line accountability model
- Comfort translating support performance into cross-functional metrics
- Systems-building mindset with full autonomy in a fast-moving environment
Nice to have
- Strategic thinker
- Operational rigor
- Cross-functional collaborator
- Systems builder
- Data-driven
Day to day
- Build and own Moxie's entire customer support organization from the ground up, unifying AI self-service frontline support and internal experts under one tiered model and service standard.
- Design the escalation lattice that routes questions to the right path and ensures fast helpful answers without anything falling through the cracks.
- Train and lead a new Tier 1 support team while owning support metrics SLA compliance and a multi-year vision for excellent support.