Descripción del puesto

The Role

We're hiring a Senior Support Specialist to own and run Customer Support at the company, end-to-end. We’re looking for someone with deep experience who can own day-to-day support operations while building the scalable systems, tooling, and team our support function needs as we rapidly grow.

This is not a "just answer tickets" role. We need someone who can run high-quality support at volume and step back to build the infrastructure — docs, workflows, escalation paths — that lets support scale as host count, ticket volume, and market footprint grow.

You'll work core hours of 8:00 AM – 4:00 PM CT, Monday – Friday, fully remote, reporting to the Chief of Staff, with flexibility to flex around urgent escalations or coverage gaps.

You'll be the bridge between:

• what our hosts and Pals need to succeed on the platform,
• the day-to-day operations that keep support fast, warm, and reliable,
• and the systems and team structure we need to build so support scales with the business.

What You’ll Own

• Be the operational owner of Customer Support — accountable for coverage, SLAs, and the team's overall performance across chat and email.
• Handle escalations directly, including billing, payment, and urgent event-day issues from hosts and members.
• Own CSAT, first response time, resolution time, and ticket volume metrics, and report on them regularly to leadership.
• Design and build scalable support infrastructure: SOPs, workflows, and tooling (Intercom, AI-assisted support, automation) that let the team scale without linear headcount growth.
• Build and maintain the knowledge base so the team — and hosts — can self-serve answers faster.
• Train, and manage support specialists as the team grows, setting the bar for tone, quality, and speed.
• Establish clear escalation paths between Support, Success, and Product so the right issues reach the right team quickly.
• Partner tightly with Product on bug reports and the user experience issues surfaced through support, and with Success on shared playbooks for escalated host accounts.
• Be the voice of the customer internally — surface patterns in tickets and feature requests, and help prioritize what gets fixed or built next.

Success Looks Like

• Support operations run smoothly and independently — CSAT, SLAs, and resolution targets are consistently hit
• A scalable support playbook exists — SOPs, tooling, and docs that don't depend on any one person's tribal knowledge
• The knowledge base covers the most common ticket categories, reducing repeat volume
• The team is hired, trained, and performing — with a clear bar for quality and speed
• Support, Success, and Product operate with clean handoffs and shared visibility into host issues
• Leadership has clear, regular visibility into support performance, metrics and roadmap

Requisitos

Who You Are

• 4+ years in customer support, including 1–2+ years managing or leading a support team, ideally at a SaaS or marketplace startup.
• Proven track record building support infrastructure — process, tooling, or documentation — from the ground up, not just working within an existing system.
• Deep hands-on experience with Intercom (workflows, automation, reporting) — non-negotiable.
• Experience hiring, coaching, and managing direct reports.
• Exceptional written and verbal communication — you write with warmth, clarity, and precision, and you set that bar for your team.
• Comfortable with AI-powered support tooling, with a bias toward automating repeatable work.
• Data-driven — comfortable owning and reporting on CSAT, response time, and resolution metrics.
• High ownership — you run support like it's your business, not a queue to clear.
• Available for core hours of 8 AM – 4 PM CT, Monday – Friday, with flexibility for urgent issues.

Beneficios

100% Remote work

Hourly compensation