FREE ACCESS
5,000–10,000 jobs/day
See all jobs on Scoutfield
Search thousands of fresh jobs every day.
Discover
- Fresh listings
- Fast filters
- No subscription required
Create a free account and start exploring right away.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading customer support operations, including team development, performance management, and cross-functional collaboration. Proficient in managing support metrics and enhancing workflows to improve customer satisfaction and operational efficiency.
Highest-signal resume keywords
Customer Support LeadershipTeam Development and CoachingSupport Metrics ManagementCross-Functional CollaborationIntercom Experience
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 Support OperationsPerformance ReviewsTicket RoutingWorkflow RefinementQuality AssuranceSupport DocumentationEscalation ManagementShift Coverage ManagementMetrics AnalysisOnboarding
Soft Skills
CoachingConflict ResolutionCommunicationProblem-SolvingTeam Leadership
Tools & Technologies
IntercomSlite
Industry Keywords
SaaSCustomer SupportTechnical SupportDigital SignageNetworking
About the role
Key responsibilities & impact- Own day-to-day Customer Support operations across ticket, live chat and phone
- Lead and coach the Customer Support agent team through onboarding, 1:1s, performance reviews, and underperformance management
- Own hiring for the team from assessment through final call
- Own the Customer Support shift rota, including night, weekend and holiday coverage
- Own team KPIs and report volume and sentiment trends to leadership
- Manage ticket routing, macros and escalation paths in Intercom
- Build and refine workflows for player setup, screen connectivity, scheduling, licensing and billing
- Run ticket QA to measure answer correctness
- Act as escalation point for high-stakes or angry customer situations
- Identify shortcomings in automated answers and handoffs
- Partner with Technical Support on platform or network troubleshooting escalations
- Work with Sales, Customer Success and Product on recurring issues and roadmap insights
- Contribute to internal documentation and support playbooks in Slite
Requirements
What you’ll need- 3-5 years leading a customer support or service team, ideally in SaaS
- Track record of developing agents, including onboarding, coaching, and handling underperformance
- Experience owning support metrics and changing how a team worked to move a number
- Comfortable as escalation point on angry or high-stakes customer situations
- Experience running or working inside a team with shift coverage, including nights and weekends
- Comfortable working cross-functionally with Revenue, Product and Technical Support
- Fluent English, strong written and spoken
- Experience with Intercom or a similar helpdesk and CRM stack (nice to have)
- Exposure to hardware, networking or digital signage (nice to have)
- Experience building support documentation or playbooks from scratch (nice to have)
- A second language used with customers (nice to have)
Benefits
Comp & perks- Competitive salary
- Company-wide bonus scheme
- Great stock option plan
- Award-winning workplace, recognized as the Best Workplace
- Hybrid Work From Home policy
- Office gym
- Nutritionist
- Meal vouchers
- Individual training budget for professional development
- Private medical insurance plan
- Fun and collaborative start-up environment
- Flexible working arrangements
- Commuting expenses
- Equal opportunity and workplace diversity