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
Senior Customer Support Leader in workfromhome at Unknown Company
- Typical pay
- $37,220–$58,100
For context, most customer service representatives earn between $37,220–$58,100 a year according to Bureau of Labor Statistics wage data. What this particular role pays is set by the employer — check the description above.
This position is listed as full time and able to be worked remotely.