Aptean - Customer Support Lead

Job Description

• Lead day-to-day support operations, ensuring timely and effective responses across all channels.
• Coach, mentor and lead support reps, fostering a high-performing, empathetic, and customer-first team culture.
• Handle escalated technical or usage issues, coordinating with product and engineering teams for resolution.
• Track and analyze support metrics (response times, resolution rates, CSAT) and implement improvements.
• Maintain and improve the knowledge base, enabling customer self-service and internal efficiency.
• Identify trends in support tickets, and work cross-functionally to address recurring pain points or usability issues.
• Own feedback loops, relaying bugs, feature requests, and customer insights to internal teams.
• Support onboarding and retention, ensuring users have the guidance they need during key milestones.
• Help scale support systems and processes as the company grows.
  
  

• 4+ years in customer support or technical support, with at least 12 years in a lead or senior role (preferably in SaaS/startups).
• Strong leadership and communication skills with the ability to motivate, coach, and manage priorities.
• Proven ability to troubleshoot technical issues and guide others through solutions.
• Experience with tools like Intercom or Zendesk.
• Analytical mindset - you track performance, identify bottlenecks, and optimize for efficiency.
• A calm, empathetic, and proactive approach to problem-solving and customer interactions.
• A passion for improving customer experience and contributing to product and process enhancements