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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading customer support teams, developing training programs, and implementing AI-assisted support tools. Proven ability to manage performance metrics, enhance customer satisfaction, and drive organizational change in a B2B SaaS environment.
Highest-signal resume keywords
Customer Support LeadershipAI-Assisted Support ToolingData-Driven SLA ManagementTeam ManagementZendesk Proficiency
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer SupportTechnical SupportService DeliveryData Pipeline ManagementEscalation DesignQuality AssuranceAI Tool DevelopmentContent CreationPerformance ManagementOnboarding Design
Soft Skills
Strong Communication SkillsCoachingTeam DevelopmentOrganizational Change Management
Tools & Technologies
ZendeskAI-Assisted ToolsHelp Center Management
Industry Keywords
B2B SaaSCustomer SatisfactionSupport SLAsData-Driven ApproachHR Tech
About the role
Key responsibilities & impact- Lead and grow the Customer Support team
- Build skill tiers and documented escalation paths
- Own coaching, development, performance management, 1:1s, and growth paths
- Design onboarding, ongoing assessment, and training
- Own Support SLAs, ticket quality, and customer satisfaction outcomes
- Define a repeatable model for high-touch customer engagements
- Report response time, backlog, and CSAT data to Customer Success leadership
- Own and maintain the Help Center and in-product guidance
- Maintain the team's internal AI-assisted search function
- Lead the build of AI-assisted support triage and first-response tooling
- Partner with Implementation, Success, Data Operations, Product, and Engineering
- Bring Support's perspective to company-wide data and process decisions affecting customer experience
Requirements
What you’ll need- 5+ years in customer support, technical support, or service delivery in B2B SaaS
- 2+ years directly managing a team
- Strong technical foundation, including comfort with data pipelines, integrations, or platform troubleshooting
- Track record of building support structures including tiering, escalation design, and QA
- Experience bringing a team through organizational change
- Experience shipping AI-assisted or automated support tooling
- Experience with customer-facing content such as Help Center articles and in-product guidance
- Working knowledge of Zendesk or equivalent ticketing platforms
- Data-driven approach to SLAs and quality
- Strong written and verbal communication skills
- HR tech, compensation, or another data-rich B2B SaaS background is a plus
- Familiarity building or maintaining AI/Claude-based tools is a plus
- Must verify identity and eligibility to work in the United States
Benefits
Comp & perks- Equity
- Flexible PTO
- Generous company holidays
- Comprehensive health, dental, and vision insurance
- 401(k) with company match
- Fully remote work from home
- Autonomy and space to do your best work
- Career growth opportunities