Customer Support Lead

Role overview

This opportunity is with a rapidly expanding AI healthcare startup that is reimagining home health care using generative AI. The company supports 300+ agencies and serves tens of thousands of patients each day. They are looking for their first Customer Support Lead to establish, organize, and grow the support function from the ground up.

The position reports directly to the Co-Founder. You will manage an offshore support team of about seven representatives while also staying closely involved in resolving critical customer issues. This is a high-ownership role with strong influence over the customer experience function and a path toward broader CX leadership as the business scales.

Key responsibilities

• Lead a team of roughly seven offshore support representatives, set expectations, maintain regular follow-ups, and keep communication flowing smoothly across the group.
• Serve as the main escalation contact for complex and high-priority issues, personally resolving important tickets and ensuring agency owners and managers receive premium support.
• Track response-time targets and service-level agreements, and proactively identify bugs or product issues that need engineering attention.
• Improve support operations by refining workflows and creating strong automation and routing processes inside Zendesk.
• Develop and maintain self-service support resources such as help centers and customer-facing documentation.
• Review support metrics and patterns to uncover recurring issues, reduce ticket volume, and work closely with Product and Customer Success to improve the overall experience.

Candidate profile

• You should have 4 to 7 years of experience in B2B SaaS customer support.
• At least 1 year of direct people-management experience is required; a leadership title alone is not enough.
• Experience in a fast-moving startup environment, ideally from Seed through Series B stage, is strongly preferred.
• Prior work in healthcare or health-tech SaaS support is highly desirable.
• You need advanced, administrator-level knowledge of Zendesk, including workflows, triggers, automations, and metric tracking.
• Strong communication skills are essential, along with the ability to be clear, transparent, and maintain high accountability across an offshore team.
• Applicants must be based in the SF Bay Area and comfortable with a hybrid in-office arrangement.

Compensation and growth

• The base salary range is $120,000 to $140,000.
• Target on-target earnings are $132,000 to $168,000, including a 10% to 20% annual performance bonus.
• Meaningful early-stage equity is included.
• You will join a small, high-performing 12-person team at an early stage and help replace legacy 1990s software with modern AI tools.
• This role offers the chance to own the support operation end to end and build toward a future executive-level CX position.

Additional information

This is a hands-on leadership role that combines team management, escalation handling, process design, analytics, and cross-functional collaboration. The ideal candidate will be comfortable balancing day-to-day support oversight with long-term infrastructure building.