Job description
Key Responsibilities
Team Leadership & Performance
Lead a high-volume Customer Support team, driving performance against SLAs, quality, productivity, response time, resolution time, and backlog targets.
Coach, train, motivate, and hold agents accountable through QA scoring, 1:1s, performance management, and disciplinary processes when required.
Set team goals, track KPIs, and report performance trends to leadership.
Billing & Escalations
Oversee subscription and billing operations — renewals, cancellations, refunds, payment issues, disputes, and chargebacks.
Act as the final escalation point for complex or high-risk customer complaints.
Systems & Technology
Own the Customer Support tech stack — CRM configuration, routing, workflows, automations, integrations, permissions, and system improvements.
Lead or support CRM migrations, new tool implementations, integrations, testing, and rollouts.
Implement and optimize AI/LLM-powered support processes — chatbots, automated triage, agent-assist tools, knowledge retrieval, escalation logic, and human handoffs.
Data & Reporting
Build and maintain reporting on team and support-wide performance; turn data into actionable process improvements.
Analyze trends in ticket volume, CSAT, and escalations to identify systemic issues.
Process & Documentation
Maintain and improve SOPs, knowledge bases, escalation procedures, training materials, and operational controls.
Required Experience & Skills
3+ years of Customer Support leadership experience in a US-facing B2C SaaS, technology, digital product, or subscription business.
Strong understanding of US customers, service expectations, billing practices, and consumer escalation norms.
Proven experience managing high-volume teams against SLAs and CS KPIs (FRT, resolution time, backlog, CSAT, QA, productivity).
Hands-on administration of a CRM/support platform such as Freshdesk, Zendesk, Intercom, workflows, automations, integrations, and reporting.
Experience with CRM migrations, system implementations, or major support technology changes.
Practical experience implementing AI/LLM solutions in Customer Support (bots, automation, agent-assist workflows).
Strong knowledge of subscription billing, refunds, cancellations, payment disputes, and chargebacks.
Experience with QA frameworks, coaching, training, performance management, and process improvement.
Advanced proficiency in data analysis (Excel/Sheets required).
What We're Looking For
A proactive, technically capable leader who manages people, systems, and performance in equal measure — someone who spots problems early, uses data to find root causes, and improves Customer Support through stronger process, technology, automation, and accountability.
Originally posted on Himalayas
Who can apply
Eligible countries: United States. Accepted UTC offsets: UTC-10, UTC-9, UTC-8, UTC-7, UTC-6, UTC-5, UTC+14. Review the full description for employer-specific work authorization, residency and schedule requirements.