Reevo · 2 months ago
Builder - CUSTOMER SUPPORT LEAD
San Francisco
Full-time
Onsite
Mid, Senior Level
4+ years expReevo is reimagining the revenue stack and is seeking a Customer Support Lead to enhance their customer experience. The role involves resolving customer issues, collaborating with cross-functional teams, and leading the support team to ensure high-quality service and continuous improvement.
Artificial Intelligence (AI)Business IntelligenceSoftware
Responsibilities
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
Qualification
Required
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
Preferred
Basic understanding of networking concepts, data integrations, or APIs is a plus
Company
Reevo
Reevo is an AI-native revenue operating system that integrates marketing, sales, and customer success into a unified platform.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$91MKey Investors
Amazon Web ServicesZhu Ventures
2025-11-05Series A· $80M
2025-10-08Non Equity Assistance· $1M
2024-07-11Seed· $10M
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