Lead Technical Support Analyst

Summary

Join EvenUp, a rapidly growing generative AI startup, as a Lead Technical Support Analyst. You will ensure operational excellence in support, build scalable processes, and mentor a team. This role involves hands-on problem resolution, process development, team coordination, and collaboration with other teams. Lead support analysts to deliver high-quality support, improve documentation and workflows, and track support metrics. You will also support onboarding and training of new analysts and assist in hiring. Champion a culture of empathy, accountability, and continuous improvement. EvenUp offers a mission-driven environment and various benefits.

Requirements

• Secondary education in a relevant field (e.g., Information Technology, Business, Legal Studies, or equivalent experience)
• 3+ years of experience working in a customer support function preferably in a SaaS environment
• Strong technical troubleshooting skills and a customer-first mindset
• Proven ability to build and optimize support workflows and documentation systems
• Excellent verbal and written communication skills, with an ability to translate technical language into user-friendly terms
• Experience using support platforms such as Zendesk, Intercom, Freshdesk, or similar

Responsibilities

• Provide mentorship to technical support analysts, providing daily oversight, performance coaching, and professional development
• Triage, prioritize, and resolve escalated customer issues, ensuring timely and effective resolutions
• Collaborate with cross-functional teams (Product, Engineering, Legal Ops) to relay customer feedback and assist in identifying and resolving systemic issues
• Develop and refine support processes to improve efficiency, consistency, and scalability
• Create and maintain internal documentation, FAQs, and knowledge base articles to support both internal staff and end users
• Track support metrics and team performance, using data to inform decision-making and process improvements
• Support onboarding and training of new analysts and assist in hiring as the team grows
• Champion a culture of empathy, accountability, and continuous improvement within the support organization

Preferred Qualifications

Familiarity with legal software, legal operations, or legal tech is a plus

Benefits

• Choice of medical, dental, and vision insurance plans for you and your family
• Flexible paid time off
• 10 US observed holidays, and Canadian statutory holidays by province
• A home office stipend
• 401(k) for US-based employees
• Paid parental leave
• Sabbatical program
• A meet-up program to get together in person with colleagues in your area
• Offices in San Francisco and Toronto