Senior Customer Support Leader

Job Summary

Owning the entire customer support organization, the full-time Senior Customer Support Leader will build a new frontline support team, design an escalation model, and establish performance metrics in a remote environment.

Key responsibilities

• Develop and manage Moxie's support organization from AI-powered self-service to frontline support, ensuring a unified service standard
• Design the escalation process in collaboration with subject matter experts to streamline support resolution paths
• Train and lead a new Tier 1 support team while tracking and improving core support metrics

Required qualifications

• Proven experience in building or transforming a customer support organization from the ground up
• Familiarity with AI-assisted support tools, such as Intercom/Fin, and knowledge of automation strategies
• Experience in hiring, training, and managing offshore support teams, particularly in a Tier 1 capacity
• Ability to drive SLA compliance and performance metrics across cross-functional teams
• Strong systems-building mindset, capable of operating autonomously in a fast-paced environment