Customer Support Lead

ABOUT CLIENT

A dynamic wellness tech venture offering innovative tools to support proactive health management. Its primary product is a smart scale equipped with cutting-edge BIA technology, delivering precise data on key body metrics such as fat percentage, lean mass, and hydration. By merging advanced engineering with a seamless digital experience, it empowers users to make informed decisions about their health.

PROJECT STAGE

live.

TEAM

new department within the product.

REQUIREMENTS

• 4+ years of experience in customer support or customer operations
• 1+ year in a senior, lead, escalation, or mentoring role
• Proven experience resolving billing, subscription, and account issues independently
• Strong judgment in triage and edge cases
• Fluent written and speaking English
• Comfortable working with sensitive, health-adjacent information
• Reliable internet connection and dedicated workspace.

Nice to have

• Experience with Zendesk, Intercom, or similar platforms
• Exposure to HIPAA-compliant environments
• Hardware or device troubleshooting experience
• Track record of high CSAT in written support channels.

RESPONSIBILITIES

• Own escalations and high-impact user cases end-to-end
• Maintain and enforce written support quality standards
• Coach and mentor CS specialists through ticket reviews and feedback
• Ensure instant boundary recognition and correct routing
• Improve day-to-day workflows (SOPs, macros, tags, escalation notes)
• Coordinate clean handoffs with Ops, Fulfillment, and MDI
• Track core support metrics and trends (CSAT, resolution quality, escalation rate.