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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, managing staffing and performance metrics, and implementing quality assurance programs. Proficient in utilizing support data for decision-making and enhancing operational efficiency in a 24/7 global environment.
Highest-signal resume keywords
Customer Support LeadershipForecasting And SchedulingQuality Assurance Program ManagementData-Driven Decision MakingAI-Assisted Support Tools
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Staffing ManagementCapacity PlanningPerformance MetricsQA Program DevelopmentDemand ForecastingSchedulingEscalation ManagementOperational Risk ManagementCustomer Satisfaction MetricsKnowledge Base Management
Soft Skills
Strong Written CommunicationCoaching And DelegationCollaboration With Technical Partners
Tools & Technologies
IntercomSalesforceAI Automation Tools
Industry Keywords
SaaSSMBVertical SaaSGlobal Support Operations
About the role
Key responsibilities & impact- Lead MoeGo's frontline customer support team day to day, managing two Support Leads and the specialist team across shifts and time zones
- Run a 24/7 global support operation handling tens of thousands of customer conversations each quarter
- Own staffing, coverage, quality, team performance, workforce forecasting, capacity planning, AI automation, and QA
- Develop Support Leads through delegation, coaching, 1:1s, hiring, onboarding, and performance management
- Own escalation paths for leads and specialists
- Manage demand forecasting, scheduling, shift coverage, real-time queue health, seasonal staffing adjustments, headcount, and capacity plans
- Run the QA program, including scoring rubrics, calibration, and coaching loops
- Own CSAT, first response time, resolution time, and backlog metrics; maintain macros, workflows, and knowledge base content
- Partner on AI resolution performance and automate repetitive work
- Manage bug and incident escalations with Engineering
- Surface product feedback and contact drivers to Product
- Coordinate customer handoffs and at-risk accounts with Implementation and Customer Success
- Deliver weekly and monthly reporting on volume, performance, quality, and staffing
- Flag operational risks early with a recommended plan
Requirements
What you’ll need- 4+ years in customer support, with 2+ years leading a frontline team
- Experience with forecasting, scheduling, and coverage planning for a multi-shift team
- Experience running or improving a QA program
- Comfortable working with support data to diagnose problems and make staffing decisions
- Strong written communication and ability to work with technical and non-technical partners
- Preferred: experience leading 24/7 or globally distributed support teams
- Preferred: experience with AI-assisted support tools
- Preferred: experience in SaaS, especially SMB or vertical SaaS
- Preferred: familiarity with Intercom, Salesforce, or similar tools
- Preferred: experience managing through high-growth periods or seasonal volume spikes
- Must be legally authorized to work in the country where the position is located
- Must disclose whether employer sponsorship is required
Benefits
Comp & perks- Performance bonus
- Flexible benefit plans for employees and their family members at no cost to employees
- 401(k) matching