M13 Portfolio Company: Customer Support Lead

Los Angeles, CA
Portfolio Company – M13 Portfolio Company /
Full-Time /
One of M13's LA-based portfolio companies seeks a Customer Support Lead for its fast-growing B2C start-up. The ideal candidate is a strategic customer support leader who will work closely with the internal team to resolve customer issues efficiently and lead the company's offshore customer support team.

As Customer Support Lead you will:

    • Lead and scale a team of offshore customer service agents to ensure effective resolution of customer inquiries and issues.
    • Collaborate with internal departments to enhance customer service strategies and operations.
    • Monitor and evaluate team performance to ensure compliance with customer service standards.
    • Develop and implement training programs to boost team productivity and knowledge.
    • Utilize analytics to track customer interactions and identify patterns to improve service quality and efficiency.
    • Drive continuous improvement in customer service metrics, including CSAT, response times, and overall customer engagement.
    • Implement and refine performance metrics to assess effectiveness and identify areas for improvement continuously.

You have:

    • 3-5 years of experience leading and scaling customer service teams at a fast-growing start-up with an offshore customer support team.
    • I have super user-level Zendesk skills and a proven track record in managing customer service operations and achieving exceptional customer satisfaction.
    • A bachelor’s degree is required, preferably in business, marketing, or a related field.
    • Strong leadership and communication skills, capable of motivating and guiding a team.
    • Excellent problem-solving abilities, with a strategic and analytical approach to operations.
    • Ability to thrive in a fast-paced and dynamic environment.