Customer Support Lead

Summary

Join Laurel's Customer Support team as a Customer Support Lead and play a critical role in leading and improving the customer support function. You will own customer support end-to-end, developing strategies, resolving customer issues, and collaborating with product development. The ideal candidate possesses tech startup support experience, an extreme ownership mindset, and strong analytical and communication skills. This role requires 5+ years of customer support experience and a Bachelor's degree or equivalent. Laurel offers a competitive salary, generous equity, comprehensive benefits, and flexible work arrangements. The position is located in the Eastern Time Zone, preferably in NYC with a hybrid work option.

Requirements

• Bachelor's degree in Business, Communications, or a related field; or equivalent work experience
• 5+ years of experience in customer support
• Excellent communication and interpersonal skills and experience collaborating closely with Product teams
• Proven ability to develop and implement customer support strategies
• Strong analytical skills and experience with support metrics and reporting
• Proficiency in customer support software and tools including Zendesk, Intercom, Salesforce, etc
• Ability to work in a fast-paced, dynamic environment and adapt to changing priorities
• Strong problem-solving skills and a customer-centric mindset

Responsibilities

• Develop and implement customer support strategies aligned with company goals
• Continuously analyze support metrics and feedback to identify areas for improvement
• Create and maintain support documentation and knowledge bases
• Oversee the handling of all customer inquiries, complaints, and escalations in a timely and professional manner
• Ensure customer issues are resolved effectively and efficiently
• Implement and maintain systems for tracking and managing customer interactions
• Act as a liaison between customers and the product development team
• Gather and communicate customer feedback to inform product improvements and updates
• Participate in product development meetings to represent the voice of the customer
• Identify and implement process improvements to enhance the customer support experience
• Collaborate with other departments to ensure seamless customer service across all touchpoints
• Stay up-to-date with industry best practices and emerging trends in customer support

Preferred Qualifications

• Experience in the tech or AI industry is highly preferred
• Some experience in a Team Lead or other Leadership role is preferred

Benefits

• Competitive salary
• Generous equity
• Comprehensive medical/dental/vision coverage with covered premiums
• 401(k)
• Additional benefits including wellness/commuter/FSA stipends
• For candidates based in New York, NY, the compensation range for this role is $117,000-$180,000 USD
• Take all the time you need! We’ll cover for you. And send you some soup