Builder - Customer Support Lead

Reevo-posted 1 day ago

Full-time • Mid Level

Onsite • San Francisco, CA

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As a Customer Support Lead , you’ll be the front line of Reevo’s customer experience—resolving issues, educating users, and representing the voice of the customer across our teams. You’ll help build the foundations of Reevo’s support function—establishing scalable processes and tools while developing deep technical knowledge of the Reevo platform to drive fast, effective resolutions in partnership with cross-functional teams. This role is ideal for someone who thrives on problem-solving, learning complex systems, and delivering world-class support with empathy and precision..

Master the Product: Develop expertise across Reevo’s CRM modules—prospecting, enrichment, workflow automation, and analytics—and continuously expand your technical knowledge base.
Resolve Customer Issues: Troubleshoot and resolve product and configuration questions via chat, email, and video sessions. Diagnose root causes, document findings, and provide clear next steps or solutions.
Customer Communication: Deliver timely, empathetic, and solution-oriented responses to customers, ensuring every interaction strengthens confidence in Reevo.
Cross-Functional Collaboration: Work closely with Product, Engineering, Implementation, and Customer Success to escalate issues, communicate bugs, and ensure smooth resolution paths.
Voice of the Customer: Capture and communicate patterns of feedback, feature requests, and recurring issues to inform Product and Engineering priorities.
Documentation & Knowledge Management: Contribute to internal and external knowledge bases/playbooks, improving self-service resources and ensuring consistent, accurate content.
Team Leadership & Development: Lead and coach the support team to deliver high-quality service. Provide feedback, address skill gaps, and build onboarding, training guides and best-practice documentation to drive continuous improvement.
Continuous Learning: Participate in ongoing training across technical, product, and professional development areas—gaining exposure to troubleshooting tools, automation workflows, and project management techniques.
Operational Excellence: Meet or exceed SLAs and CSAT goals. Maintain high-quality case notes and escalate complex cases effectively.

4+ years of experience in a Customer Support, Product Support, or Technical Support role—preferably in B2B SaaS
Proven experience leading support operations across multiple channels (email, chat, phone) with demonstrated success improving KPIs (CSAT, FCR, response times).
Experience scaling teams, building playbooks, training materials and managing SLAs.
Strong troubleshooting and analytical skills with a comfort in web-based applications and cloud platforms
Excellent written and verbal communication skills with strong grammar and customer empathy
Experience using ticketing or case management systems (e.g., Service Cloud, Zendesk, Jira, ServiceNow)
Familiarity with modern collaboration tools (Google Workspace, Office 365, Slack, etc.)
Demonstrated ability to manage multiple cases, meet SLAs, and maintain attention to detail under pressure
Enthusiasm for learning and growing in a technical environment; IT or software background preferred
Technically Curious: You love understanding how systems work and enjoy diving into technical challenges until the root cause is uncovered.
Customer Obsessed: You’re passionate about helping customers succeed and can communicate complex solutions in clear, approachable language.
Strong Communicator: You write and speak with clarity and empathy, tailoring your tone to each customer and situation.
Detail-Oriented Troubleshooter: You can triage, prioritize, and solve multiple issues in parallel without sacrificing accuracy or quality.
Team Leader & Mentor: You lead by example, support growth through coaching and feedback, and foster a culture of trust, accountability, and continuous improvement.
Collaborative Team Player: You work well with cross-functional partners, share learnings, and contribute to collective improvement.
Adaptable & Resilient: You’re energized by dynamic environments, shifting priorities, and the opportunity to grow alongside a fast-scaling company.

Basic understanding of networking concepts, data integrations, or APIs is a plus

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