Customer Support Lead

Job Summary

Building a world-class support function, the full-time Customer Support Lead will own the end-to-end support experience, collaborating with product, engineering, and design to create scalable operations in a hybrid work environment.

Key responsibilities

• Own the support operating system, including tooling, workflows, SLAs, escalations, and quality standards
• Build scalable self-serve resources such as a help center and knowledge base to drive customer deflection
• Establish key metrics and drive continuous improvement through data analysis and operational rigor

Required qualifications

• 6+ years of experience in customer support, customer success, or technical support at a software company
• Proven ability to implement systems and process improvements beyond just handling tickets
• Strong writing and communication skills for internal and external interactions
• Metrics-driven mindset with experience in running improvement initiatives
• Bonus: Familiarity with technical/dev tools, CAD/EDA workflows, or building AI-assisted support workflows