Aptean - Customer Support Lead

Job Description:

- Lead day-to-day support operations, ensuring timely and effective responses across all channels.

- Coach, mentor and lead support reps, fostering a high-performing, empathetic, and customer-first team culture.

- Handle escalated technical or usage issues, coordinating with product and engineering teams for resolution.

- Track and analyze support metrics (response times, resolution rates, CSAT) and implement improvements.

- Maintain and improve the knowledge base, enabling customer self-service and internal efficiency.

- Identify trends in support tickets, and work cross-functionally to address recurring pain points or usability issues.

- Own feedback loops, relaying bugs, feature requests, and customer insights to internal teams.

- Support onboarding and retention, ensuring users have the guidance they need during key milestones.

- Help scale support systems and processes as the company grows.

What You Bring:

- 4+ years in customer support or technical support, with at least 12 years in a lead or senior role (preferably in SaaS/startups).

- Strong leadership and communication skills with the ability to motivate, coach, and manage priorities.

- Proven ability to troubleshoot technical issues and guide others through solutions.

- Experience with tools like Intercom or Zendesk.

- Analytical mindset - you track performance, identify bottlenecks, and optimize for efficiency.

- A calm, empathetic, and proactive approach to problem-solving and customer interactions.

- A passion for improving customer experience and contributing to product and process enhancements