Anchor · 1 month ago
Customer Support Team Lead
TX, Austin, US
Full-time
Hybrid
Mid, Senior Level
3+ years expAnchor is reinventing how businesses manage their revenue with an innovative, automated billing and collections platform. They are seeking a Customer Support Team Lead to drive operational excellence and provide exceptional service to their growing customer base while leading a team of Support Associates.
B2BBillingCollection AgencyFinanceFinancial ServicesPaymentsSoftware
Responsibilities
Serve as an escalation point for complex or high-priority customer issues, modeling best-in-class support practices
Respond directly to customer inquiries as needed, maintaining a deep understanding of our platform and customer experience
Partner with Product, Customer Success, and Sales to surface customer insights and advocate for meaningful improvements
Contribute to support content development (FAQs, documentation, macros) to scale customer self-service
Lead, mentor, and inspire a small but growing team of Support Associates, fostering a culture of accountability, collaboration, and continuous learning
Set clear performance expectations, monitor support KPIs and SLAs (CSAT, first response time, resolution time), and drive initiatives to improve results
Develop onboarding, training, and ongoing development programs for support team members
Create scalable, automated processes and workflows to prepare the team for rapid growth and create efficiency
Partner with leadership to shape the long-term vision and strategy for Anchor’s Support function
Leverage emerging technology and automation to increase team capacity, streamline workflows, and enhance the overall customer support experience
Monitor support volume and workload trends, providing data-driven recommendations on structural improvements, process refinements, and future headcount needs to ensure scalability
Qualification
Required
3–5 years of experience in customer support, with exposure to B2B SaaS or fintech strongly preferred
1–2 years of experience directly managing or leading a team in a high-performing support environment
Experience with operations, systems, or process improvement, particularly in developing scalable support workflows or leveraging automation
Proven ability to balance individual contributor responsibilities with team leadership and performance management
Strong organizational skills and an ability to prioritize effectively in a fast-paced environment
Excellent communication skills (written and verbal) with a talent for coaching others and building rapport across teams
Experience with support platforms such as Intercom, Jira, and CRM systems like HubSpot
Spanish language skills — a significant plus
Preferred
Background in accounting, finance, or bookkeeping is a plus
Experience in B2B & B2B2C Self-Serve SaaS
Company
Anchor
Anchor is a billing platform that redefines B2B billing, collections, and payments.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$35M2025-01-29Series A· $20M
2021-12-01Seed· $15M
Leadership Team
Rom Lakritz
Co-Founder & CEO
Recent News
Precedence Research
2025-10-31
Company data provided by crunchbase