Customer Support Lead

🔥 39 minutes ago

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iClosed

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2022

☁️ SaaS

🤝 B2B

SaaS • B2B

iClosed is a SaaS scheduling and lead-capture platform designed for high-ticket sales teams. It captures leads before showing booking availability, qualifies and disqualifies prospects, conditionally routes invites to the right closers, automates SMS/email follow-ups, and tracks calls and conversions by channel. iClosed integrates with CRMs, ad platforms (Meta/Hyros), and thousands of apps, and adds features like credit-score enrichment to ensure only buyers reach calendars and improve close rates.

📋 Description

• Own team performance across SLA adherence, solve time, CSAT, backlog health, and escalation quality. • Monitor trends, identify bottlenecks, and proactively address issues before they impact customers. • Build weekly and monthly reporting that gives leadership visibility into support performance. • Ensure every support metric has an owner, a process, and a plan for improvement. • Coach and develop Support Agents and Experts through regular feedback, ticket reviews, and performance conversations. • Run coaching cadences and performance reviews. • Identify skill gaps and create plans to improve technical and customer-facing capabilities. • Own the support process end-to-end: Ticket workflows, statuses, macros, escalation paths, automations, queue management, SLA management. • Ensure all work is tracked accurately in ClickUp and follows established operational standards. • Continuously improve support efficiency and scalability. • Own the freshness and effectiveness of Fin AI and the Knowledge Base alongside the Support Expert team. • Identify recurring ticket themes and create documentation that reduces future support volume. • Measure and improve support deflection rates. • Step into queues when volume spikes or customer situations require additional support. • Support complex escalations, bugs, DFY requests, and operational challenges. • Coordinate with Product, QA, Engineering, and Success teams on critical customer issues. • Act as the escalation point for the support organization.

🎯 Requirements

• 4+ years of experience in SaaS Customer Support, Customer Success, or Support Operations. • Previous experience leading or mentoring support teams. • Strong understanding of SLA-driven support environments. • Experience building reports, dashboards, and operational processes. • Strong knowledge of automation platforms such as Zapier, Make, and/or n8n. • Experience troubleshooting CRM and workflow automation issues. • Strong analytical skills with the ability to identify patterns and operational bottlenecks. • Excellent written and verbal English communication.

🏖️ Benefits

• Work directly with the founding team. • Fully remote environment. • Flexible schedule. • Competitive compensation. • Performance-based bonus structure. • Long-term leadership growth opportunities. • Exposure to leading sales, CRM, AI, and automation technologies.