Customer Support Lead

Gold & Aron Conseil is an executive search firm. We are recruiting on behalf of our client, a high-growth, AI-first GTM software company. 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 companys 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. High attention to detail, especially under pressure and juggling multiple priorities at once. Location: San Francisco (in-office)