Senior Customer Support Lead

Summary

Join Findem, a fast-growing HR tech startup, as a Senior Customer Support Lead. This hybrid role combines hands-on client support with strategic development of the support function. You will troubleshoot complex issues, build scalable workflows, and collaborate with other teams to enhance self-service resources. Your expertise will directly impact customer satisfaction and team efficiency, laying the foundation for a world-class support organization. The role is based in Redwood City, CA, with a preference for Bay Area candidates who can work 2-3 days a week in the office, but remote US-based candidates are also considered. Findem offers competitive compensation and benefits.

Requirements

• 5–7 years of experience in customer support for a technical, SaaS, or HR technology product
• Demonstrated ability to troubleshoot and resolve complex technical issues in a fast-paced environment
• Strong technical aptitude, with the ability to quickly learn and master new software platforms
• Proficiency in Zendesk for customer support ticketing and JIRA for submitting and tracking issues with engineering teams
• Ability to analyze API documentation, review error logs, and collaborate with engineering teams to troubleshoot technical issues
• Excellent communication and interpersonal skills, with a customer-first mindset
• Proven ability to manage competing priorities and make data-driven decisions under pressure
• A proactive, solution-oriented approach to identifying and solving operational challenges

Responsibilities

• Serve as the primary point of contact for support issues, providing timely and high-quality responses to customer inquiries
• Investigate, troubleshoot, and resolve issues related to Findem’s platform, collaborating with Product Experts (PEs) and Engineering as needed
• Leverage your deep technical expertise to provide accurate recommendations, ensuring customers feel supported and confident
• Collaborate with the Support Team Leader to build the foundation for Findem’s Support function, helping to define team goals and aligning support strategies with Findem’s overall objectives
• Serve as a key collaborator between Front-Line Support, Product Expert, and Engineering teams, ensuring efficient communication, effective escalations, and alignment on issue resolution
• Develop and document scalable processes for ticket handling, escalation management, and knowledge sharing to drive operational excellence
• Collaborate with the Product and Customer Enablement teams to create, refine, and expand self-service resources, such as FAQs, knowledge base articles, and training resources, ensuring they address high-impact customer issues
• Promote the use of Findem’s self-service resources, both internally with team members and externally with customers
• Gather feedback from customer and internal interactions to continuously enhance the usability and effectiveness of Findem’s Support Center and Findem University

Preferred Qualifications

Previous experience leading or mentoring a support team

Benefits

• Competitive salary and performance-based bonuses
• Comprehensive health, dental, and vision insurance
• 401(k) retirement plan with company matching
• Flexible working arrangements, including remote work options
• Collaborative, inclusive work culture with opportunities for growth and development