Senior Lead Customer Support

This is a fully remote position, open to applicants in United States.

📋 Description

• Take full ownership of Moxie's support organization from start to finish, encompassing Tier 0 AI-driven self-service managed via Intercom/Fin, a Tier 1 frontline team, and subject matter experts embedded within the business.

• Develop the escalation framework that determines what issues are resolved through AI, managed by core support, or escalated to specialists.

• Be responsible for Tier 2 SLA accountability, monitor compliance, identify trends, and collaborate with functional managers to address shortcomings.

• Train and lead a newly established Tier 1 support team using a well-documented playbook.

• Take charge of driving CSAT, Tier 0 deflection rates, live chat response times, SLA adherence, and ticket-resolution metrics.

• Create a data-driven, multi-year vision for exceptional support and act as the voice of the customer to Product, Engineering, Marketing, and Sales teams.

• Establish a unified access point for support, ensuring every Moxie practice receives prompt and effective answers while preventing any issues from falling through the cracks.

⛳️ Requirements

• Proven experience in establishing or revitalizing a customer support organization from the ground up, including designing the operational framework.

• Familiarity with managing AI-assisted support tools such as Intercom/Fin or similar platforms.

• A clear perspective on where automation should and should not dictate the resolution process.

• Experience in recruiting, training, and overseeing offshore support teams, ideally with a background in building a Tier 1 function.

• Ability to function within a dotted-line accountability structure and ensure SLA compliance across teams that are not directly managed.

• Skill in translating support performance into cross-functional metrics, including CSAT, deflection rates, SLA adherence, and response times.

• A systems-building mindset with the capacity to operate independently in a fast-paced, early-stage environment.

• Required to answer application questions regarding the development or redesign of a support operating model and the use of AI tools.

• Submission of a resume is mandatory.

• A visa sponsorship question is necessary for employment in the United States.

🏝️ Benefits

• Equity: 0.017% – 0.023%

• Complete ownership and autonomy in a dynamic early-stage environment transitioning from startup to scale-up.

• An inclusive workplace that welcomes individuals from diverse backgrounds, experiences, and perspectives.

• Interview accommodations available upon request.