Customer Support Lead

BizFlow • West Falls Church, VA

1d • Onsite

About The Position

Are you a fast learner who thrives in a collaborative environment and loves helping others with technology? BizFlow is seeking a proactive and customer‑centric Customer Support Lead to lead a small, focused support team that coordinates closely with our R&D Product, Solutions, and Professional Services teams to resolve issues quickly and accurately, while providing polished and professional communication to customers at every step. This role is ideal for a player–coach who handles escalated issues, develops support processes, and thrives on collaboration, problem‑solving, and strengthening customer relationships. If this resonates with you, we’d love for you to apply!

Requirements

• Education: Bachelor’s degree in Computer Science, Software Engineering, or a related technical discipline.
• 4+ years in customer support, technical support, or client enablement for enterprise software.
• Demonstrated excellence in polished, professional customer communications—written and verbal—tailored for both technical and executive audiences.
• Experience with modern ticketing systems (e.g., Zendesk).
• Working knowledge of web technologies (HTML/CSS/JavaScript, REST APIs) and SQL for basic troubleshooting.
• Proven ability to collaborate across R&D/Product, Solutions, and Professional Services teams to resolve complex customer issues.
• Strong troubleshooting, analytical, and diagnostic skills to investigate, analyze, and resolve technical issues efficiently.
• Demonstrated ability to communicate technical concepts to non-technical users in both written and verbal forms.
• Proven ability to work independently and collaboratively in agile or cross-functional teams.
• Excellent customer relationship-building abilities.
• Quick learning ability—you’re comfortable picking up new tools, workflows, and platforms.
• A team-oriented mindset, you work well with others, communicate clearly, and contribute positively.
• A service-first attitude—you thrive in customer-facing situations and enjoy helping people solve technical challenges.
• Authorization to work in the U.S.
• Ability to obtain and maintain a U.S. government Public Trust clearance.

Nice To Haves

• Experience supporting low‑code platforms and process/workflow automation in enterprise environments.
• Proficiency using ZenDesk to manage CS tickets and run reports.
• Familiarity with secure configuration, vulnerability remediation, and compliance best practices in federal contexts.
• Skill building clear runbooks and customer‑facing release/incident communications.

Responsibilities

• Lead the Customer Support (CS) team (2 to 3 people): run stand‑ups, conduct ticket reviews, and lead hands-on ticket work with various internal teams to achieve resolution.
• Own ticket lifecycle (intake → triage → resolution → closure), meeting or exceeding SLAs and customer satisfaction targets.
• Troubleshoot and provide technical guidance on complex CS tickets, ensuring follow-through to resolution while you continue deepening your expertise with our platform
• Collaborate cross‑functionally with: R&D Product on defect reproduction, prioritization, and release notes. Solutions on environment nuances, configurations, and customer‑specific workflows. Professional Services on complex deployments, upgrades, and change management.
• Serve as customer communications lead, crafting polished status updates, incident reports, and executive briefings that translate technical details into clear business language.
• Champion low‑code/no‑code support, using BizFlow M to streamline support workflows (automations, routing, templates) and reduce time‑to‑resolution.
• Maintain knowledge assets: playbooks, runbooks, FAQs, and internal KB articles; ensure versioning aligns with product releases.
• Monitor system & service health: track patterns, escalate risks, and coordinate mitigations ahead of customer impact.
• Drive continuous improvement: post‑incident reviews, root‑cause analysis, and process updates across tools and workflows.

Benefits

• You'll be part of a mission-driven team where your growth is supported, your ideas are welcome, and your work makes a direct impact.
• Whether you're configuring apps, supporting users, or automating workflows with no-code tools, you'll be learning and contributing every day.
• We’re proud of our inclusive, supportive, and innovative culture—one where every team member is empowered to share ideas, grow their skills, and make a meaningful impact.
• From day one, you’ll be welcomed into a collaborative environment that values curiosity, continuous learning, and a strong sense of purpose.
• If you’re looking for a place where your voice is heard, your work is valued, and your growth is a priority, BizFlow is the place for you.
• Join us and help shape the future of digital transformation—one process at a time.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 51-100 employees