Customer Support Lead

About the Job

Great Question is hiring a Customer Support Lead to further our mission to democratize user research — helping companies get feedback from customers to ensure they build software that people want!

We're a well-funded seed-stage startup, backed by Y Combinator and Funders Club, looking for a customer- and process-obsessed support lead to join our high performing, fast paced, and fully remote team.

This is a remote role open to anyone in the United States (strong preference for west coast availability).

What You’ll Do

Reporting to the CTO with cross collaboration with the Customer Success team, you’ll be providing basic and technical support to our customers (first response, triaging, escalations).

This’ll look like:

• Responding to questions, bug reports, and feature requests according to SLAs and urgency;
• Collaborating with our product and customer success teams to ensure timely resolution of customer needs
• Surfacing patterns in reported issues to the broader team to help identify larger areas of improvement
• Providing QA support to our engineering team to proactively identify software issues and improvements
• Looking through logs to root cause issues;
• Building and contributing to processes in collaboration with the product, engineering and customer success teams to ensure issue triage and handoffs maximize efficiency
• Assisting in building and optimizing product documentation to deflect usability questions
• Develop product knowledge resources including: “How To” guides”, troubleshooting, best practices
• Using our tool stack to report and optimize visibility into customer feedback and needs

You’ll be joining a small team and will help build out our team processes and culture and have a direct impact on the company’s maturity and success. So far, we've succeeded by putting the customer first, and we see each interaction as an opportunity to continuously improve the customer experience.

80% of your time will be focused on customer communications and ticket management. 20% of your time will be the leading influence on long term support plans such as hiring planning, resource creation, and tech stack evaluation.

We're looking for someone with proven experience taking on a role as the sole lead for the roles and responsibilities at an SMB or SaaS start-up.

You’ll need the following skill sets to be successful in this role:

• 4+ years of virtual (i.e. chat-based) customer support experience at a software-as-a-service (SaaS) company
• Exceptional English communication skills - you’re confident talking to customers no matter the context
• Self-driven - you don’t need anyone to motivate you
• Impeccable time management and attention to detail
• Experience using a ticketing system, chat bot (Pylon, ZenDesk, Intercom, etc.)
• As a fully remote team, we're looking for hands-on, experienced candidates who are able to focus on the work and get it done
• Note: This is not a management role at this time

What We Offer

• Fast growth opportunity with market rate salary and above market equity
• Opportunity to be a leading voice in shaping business growth & processes
• Benefits include medical, dental, vision as well as education stipend, technology budget etc
• Salary: $80k-$100k+ equity

• Phone screen (30 minutes)
• Written prompt ( < 2 hours)
• Deep dive (60 minutes)
• Culture/Meet the Team (30 minutes x 2)
• Reference check