Customer Support Lead

Role overview Lead frontline customer support for a software platform, helping customers resolve questions and issues from their first contact through resolution or escalation. You’ll partner with internal teams to route issues effectively, share recurring feedback, and improve support processes and documentation as the function grows.

Responsibilities - Manage customer communication across active helpdesk tickets, providing timely first responses and resolving issues where possible. - Investigate problems systematically; escalate cases with clear context and supporting documentation when needed. - Share recurring issues, requests, and trends with product and customer success leaders. - Help develop support processes, service level standards, and escalation workflows. - Maintain the knowledge base and coordinate with internal teams on complex or product-specific content.

Requirements - At least 2 years of customer helpdesk or technical support experience, ideally in software or SaaS. - Clear, professional written communication and the ability to adapt tone to the situation. - Strong troubleshooting skills and a systematic approach to diagnosing issues. - Experience using a helpdesk or ticketing platform. - Ability to explain technical topics in plain language and maintain support documentation. - Organization to manage multiple open tickets, with an empathetic and patient customer-first approach.

Nice to have - Experience supporting construction, field operations, workforce management, or related customers. - Familiarity with construction workflows, payroll, or project management. - Experience writing technical documentation or customer help content.