Technical Customer Support Lead - CRM

Kizen•New York City, NY

12d•$110,000 - $130,000•Onsite

About The Position

Are you a CRM power-user who is tired of the "white-glove" treadmill and ready to architect a high-velocity support engine? At Kizen, we don’t believe the best support happens on a 30-minute Zoom call; we believe it happens through operational velocity and technical precision . We are looking for a hands-on Technical Support Lead with a history of mastering complex CRM data structures and unblocking users through sophisticated, asynchronous troubleshooting. In this role, you aren’t just a "solver"—you are a Systems Architect . You recognize that a fast, accurate digital resolution is the ultimate customer experience. You thrive in high-throughput environments where success is measured by how effectively you empower users through documentation and automation rather than manual, one-on-one consultations. If you are a "systems-thinker" who values scale and efficiency over high-touch concierge service, you will thrive here. This is an opportunity to be at the heart of the AI movement. As our Technical Support Lead , you’ll work directly with our Director of Customer Success to build and manage the support standards for our Agent CRM , ensuring our InsurTech partners have a seamless, high-trust experience at scale. In this dynamic role, you will lead efforts responsible for:

Requirements

5+ years of experience in Technical Support or Application Support, specifically within the SaaS CRM space (e.g., Salesforce, HubSpot, Zendesk, or specialized InsurTech platforms).
The "Technical Intuition": You aren't a developer, but you aren't afraid of technical complexity. You can read a JSON payload, understand an API response, and explain a "400 error" to a non-technical user.
CRM Data Mastery: You have deep experience with data imports, record associations, and the logical "plumbing" of a CRM.
Systems Thinker: You don't just want to fix a problem once; you want to find out why it happened and build a process to ensure it never happens again.
Exceptional Communication: You can take a complex technical solution and translate it into a simple, friendly, and actionable response for an insurance agent.
Self-Starter/Founding Mindset: You are comfortable working with limited supervision. You see a gap in our documentation or process, and you fill it.
Analytical Skillset: You use data to track support trends, identifying which features are causing the most friction so we can fix them at the source.
Project Management: Experience managing "Support-led" projects, such as migrating a help center or implementing a new ticketing tool.
The "Player-Coach" Spirit: You are excited to be "in the trenches" solving tickets today, with the ambition to lead and hire a larger team tomorrow.
AI Curiosity: You are energized by AI and are eager to use Kizen’s AI tools to improve your own efficiency and the customer experience.

Nice To Haves

InsurTech/FinTech Fluency: Experience supporting products in regulated industries (Insurance, Finance, Healthcare) is a major plus.

Responsibilities

L100/L200 Technical Resolution: Serving as the "Lead Architect" for support, resolving complex configuration issues, data mapping errors, and workflow logic gaps that go beyond standard "how-to" questions.
Knowledge Infrastructure: Building the definitive Kizen Agent CRM Library —creating the documentation, internal SOPs, and automated help-center resources that allow users to solve problems before they even open a ticket.
Support-to-Product Bridge: Acting as the technical voice of the customer, translating user pain points into high-quality bug reports and feature requests to influence the Kizen product roadmap.
Advanced CRM Troubleshooting & Resolution Own the support queue for the Agent CRM. You will diagnose and solve complex issues related to account hierarchy, field mapping, third-party integrations, and AI agent triggers. You aren't just following a script; you are investigating the system logic to find a path forward.
Operational Infrastructure & Automation As a "Founding Lead," you will build the tools you use. This includes managing, and setting up new, ticketing workflows, managing SLAs (Service Level Agreements), and using Kizen’s own automations and AI to deflect common L100 questions.
InsurTech Subject Matter Expertise Become the resident expert on how insurance brokers and agencies use Kizen. You will learn their specific workflows—from policy renewals to lead routing—to provide support that is contextually relevant and highly empathetic to the industry's unique needs.
Process Mentorship & Documentation Own and expand the "Support Playbook." You will document every unique solution and edge case, ensuring that as Kizen grows and we hire more specialists, they are stepping into a well-oiled machine with clear guidance.