Founding Support Lead

📋 Description

• Build and scale the Support function: coverage, tooling, SLAs, runbooks.
• Stand up 24/7 support and incident escalation for enterprise accounts.
• Own end-to-end resolution across the full customer base.
• Go deep technically: resolve complex integrations and failure modes.
• Turn knowledge into runbooks and playbooks to speed future hires.
• Hire and grow the team to lead the function.

🎯 Requirements

• 5+ years in a technical, customer-facing role in B2B SaaS for enterprises.
• Strong technical and integrations skills: API, auth, webhooks; Zendesk experience.
• Builder mindset: create processes, tooling, and a team; embrace ambiguity.
• Track record of ownership in high-stakes, fast-moving environments.
• Excellent communication and judgment; explain issues clearly; know when to escalate.
• Bachelor's degree in STEM or equivalent hands-on experience.

🎁 Benefits

• Take what you need vacation policy.
• Medical, Dental, and Vision benefits for you and your family.
• Life Insurance and Disability Benefits.
• Retirement Plan (e.g., 401K, pension).
• Parental Leave.
• Fertility and family-building benefits through Carrot.