Customer Support Lead (Remote)

Own the lifecycle of users from on-boarding, setup, to the day-to-day support, including serving as front-line for issues on the ongoing engagements. Crafting delightful user experiences around user on-boarding and support, such as ticketing, support channels, and customer communications. Tracking metrics and measurements of user engagement and behavior. Crafting well-written user-facing communications and documentation.

Translating user feedback and needs to well-scoped requirements, and collaborating with Engineering to deliver them. For the first 6-9 months, expect a lot of hands-on, detail-oriented work, often requiring your exposure to other areas like sales/account management, including occasionally plugging in on for other functions. In the mid-to-long-term, expect an increasing amount of specialization into a deeper role, with the possibility of eventually building and scaling a team.