Job Details

Gold & Aron Conseil is an executive search firm. We are recruiting on behalf of our client, a high-growth, AI-first GTM software company.

Is this your next job Read the full description below to find out, and do not hesitate to make an application.

Our client is scaling its operations and is hiring a Customer Support Lead. The ideal candidate is a hands-on builder excited to create and own the customer success/support engine for the company. This role will lead the CS charge internally: solving support issues, educating clients, and representing client requests and needs. This individual will:

• Quickly ramp up to gain a deep understanding of the technical product, as well as the company's business model, culture and long-term goals.
• Lead the end-to-end support function: empathetically resolve support issues across different channels in a timely manner as the first point of contact for customers requiring help. Manage daily ticket flows and response times.
• Track bugs and/or potential product issues that customers face, documenting findings and recommendations. Work with product and engineering to find and implement the best solutions.
• Lead the support team: Build playbooks for future team members as the team scales. Provide feedback, address skill gaps, and coach team members on best practices.
• Meet/exceed SLAs and CSAT expectations. Document support cases methodically and escalate complex cases effectively.

Ideal Profile:

• 4+ years in Customer, Product, or Technical Support at a B2B SaaS company.
• Experience with ticketing/case management systems: Service Cloud, Zendesk, Jira, ServiceNow.
• Prior success leading multi-channel support teams and measuring KPIs (CSATs, response times).
• Comfortable with APIs, integrations, and complex technical software. Previous exposure to web-based software.
• Proven success building support teams from the ground up in a startup or scaleup.
• High EQ to navigate difficult customer conversations and internal cross-functional teams.
• Highly analytical and able to troubleshoot technical issues effectively.
• Thrives in ambiguity and fast-paced, tech-first settings.
• Exceptional written and verbal communication skills. xywuqvp
• High attention to detail, especially under pressure and juggling multiple priorities at once.

Location: San Francisco (in-office)