Senior Lead Customer Support

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $127.9k - $156.4k / year

⏰ Full Time

🟠 Senior

💝 Customer Support

🦅 H1B Visa Sponsor

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Moxie

WebsiteLinkedInAll Job Openings

1 - 10 employees

🏥 Healthcare

💼 Consulting

📣 Marketing

Healthcare • Consulting • Marketing

Moxie is a comprehensive platform dedicated to helping medspa businesses launch, run, and grow successfully. They offer tailored services such as business coaching, compliance expertise, and advanced medspa management software, to ensure efficient and compliant operations. Moxie also provides strategies for medspa marketing and offers opportunities for substantial savings on products and supplies. Their all-in-one software suite includes features for online scheduling, payment processing, inventory management, and automated compliance risk notifications. With a focus on guiding medspa entrepreneurs towards sustainable growth and enhanced profitability, Moxie is a key partner in the medspa industry.

📋 Description

• Own Moxie's support organization end-to-end, from Tier 0 AI-powered self-service administered via Intercom/Fin to a Tier 1 frontline team and business-embedded subject matter experts • Design the escalation lattice defining what is resolved through AI, handled by core support, or escalated to specialists • Own Tier 2 SLA accountability, track compliance, surface trends, and partner with functional managers to address gaps • Train and lead a new Tier 1 support team using a documented playbook • Own and drive CSAT, Tier 0 deflection rate, live chat response time, SLA adherence, and ticket-resolution metrics • Build a data-backed, multi-year vision for excellent support and serve as the voice of the customer to Product, Engineering, Marketing, and Sales • Build a single front door for support so every Moxie practice receives a fast, helpful answer and nothing falls through the cracks

🎯 Requirements

• Track record of building or turning around a customer support organization end-to-end, including designing the operating model • Experience managing AI-assisted support tooling such as Intercom/Fin or similar • Clear point of view on where automation should and should not own the resolution path • Experience hiring, training, and managing offshore support teams, ideally including building a Tier 1 function • Ability to operate in a dotted-line accountability model and drive SLA compliance across teams not directly managed • Ability to translate support performance into cross-functional metrics including CSAT, deflection, SLA adherence, and response time • Systems-building mindset and ability to operate with full autonomy in an early-stage, fast-moving environment • Must answer required application questions about building or redesigning a support operating model and leveraging AI tools • Must submit a resume • Visa sponsorship question required for work in the United States

🏖️ Benefits

• Equity: 0.017% – 0.023% • Full ownership and autonomy in an early-stage environment moving from startup to scale-up • Inclusive workplace welcoming people of all backgrounds, experiences, and perspectives • Interview accommodations available upon request