Tester One Inc is looking for a Customer Support Lead to manage and mentor our support team while ensuring customers receive timely, effective solutions. You'll own the day-to-day operations of our support function, handle escalated issues, and work directly with product and engineering teams to improve how we serve customers. This is a hands-on leadership role where you'll split time between supporting customers yourself and developing your team.

Lead, mentor, and manage the customer support team, including hiring, training, and performance feedback
Respond to and resolve complex customer issues that require technical knowledge or special handling
Set support team goals and track key metrics like response time, resolution time, and customer satisfaction
Create and maintain support documentation, FAQs, and troubleshooting guides
Identify patterns in customer issues and work with product and engineering teams to address root causes
Handle escalated customer complaints and work toward resolution
Monitor support channels (email, chat, ticketing system) and ensure timely responses
Conduct weekly team meetings to discuss challenges, share wins, and improve processes
Gather customer feedback and communicate priorities to leadership
Develop standard operating procedures and best practices for the support team
Track and report on support team performance to leadership

3+ years of customer support experience, with at least 1 year in a leadership or supervisory role
Proven ability to manage and mentor a team
Strong written and verbal communication skills
Experience with support ticketing systems and customer management tools
Technical aptitude and comfort troubleshooting software or technical products
Ability to stay calm and professional when handling frustrated customers
Organized and detail-oriented with the ability to juggle multiple priorities
Comfortable working in a remote environment with strong self-discipline

Experience with SaaS or software products
Familiarity with customer support metrics and analytics
Experience using Zendesk, Intercom, or similar support platforms
Background in quality assurance or testing

Fully remote position with flexible scheduling
Competitive health insurance and retirement benefits
Professional development budget for training and certifications
Collaborative team environment in a growing company
Direct input on product improvements through customer insights

Customer Support Lead

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About Tester One Inc