Technical Support Lead
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Job Description
Support Leader managing customer service operations for HeyMarvin, a fast-growing research platform. Leading team and optimizing processes to ensure customer satisfaction.
Responsibilities:
- Build and lead HeyMarvin’s support team
- Define and implement scalable processes (ticketing, SLAs, escalation paths, feedback loops)
- Resolve customer issues across channels (chat, email, in-app, phone)
- Partner with Product & Engineering to turn customer pain points into product improvements
- Establish support metrics and reporting
Requirements:
- 10+ years of experience in customer support
- At least 3 years in a leadership role (startup or SaaS strongly preferred)
- Strong knowledge of support tools, bonus points for Intercom
- Ability to design scalable processes (ticketing, SLAs, escalation, feedback loops)
Benefits:
- Health insurance
- Professional development opportunities
- Flexible work arrangements
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