Full-Time Customer Support Lead

• Manage and resolve inbound customer requests through chat, email, and helpdesk tools.
• Develop and refine support processes, SLAs, and escalation paths.
• Create and maintain customer-facing help center content and internal documentation.
• Partner with Product and Engineering to identify and escalate bugs or workflow issues.
• Analyze trends in support requests and provide actionable insights to improve product experience.
• Evaluate and implement support tooling (Zendesk, Intercom, Help Scout, etc.).
• Define and track KPIs such as response time, resolution rate, and customer satisfaction (CSAT).

• 3–5+ years in customer support at a B2B SaaS company.
• Experience standing up support processes or teams in an early or growth-stage environment.
• Strong communication skills with empathy, clarity, and attention to detail.
• Technical aptitude for understanding product workflows and troubleshooting issues.
• Comfort collaborating cross-functionally in a fast-paced environment.

• Experience in Property Management, Vacation Rentals, or Hospitality SaaS.
• Background in fast-scaling startups or new business launches.
• Familiarity with self-service support systems (knowledge bases, automations, chatbots).
• A passion for creating customer experiences that blend hospitality and technology.

What is the last date for applying to the job?

Which countries are accepted for this remote job?