Apply on Employer Site

Venn · 1 month ago

Customer Support Lead

New York, NY

Full-time

Hybrid

Mid, Senior Level

$110K/yr - $120K/yr

5+ years exp

Venn is a fast-growing technology company transforming the relationship between renters and multifamily operators. The Customer Support Lead will design and execute the customer support function, build scalable processes, and manage complex technical support issues to ensure a best-in-class experience for customers.

Information TechnologyInternetSoftware

Growth Opportunities

Responsibilities

Design and execute the support strategy, aligning with company goals and customer needs

Build scalable processes, policies, and workflows that ensure consistent, high-quality support

Implement and manage support systems and tools, including an AI chatbot to handle tier 1 support and deflect tickets

Manage and optimize relationships with our BPO partner, ensuring strong performance against SLAs and KPIs

Own advanced/technical support: personally manage escalated or complex tickets, troubleshoot technical issues, and work directly with Product and Engineering to resolve them

Define and track key metrics (e.g., % tickets deflected, CSAT, response time, resolution time) to measure success and drive continuous improvement

Partner with Product, Engineering, and Customer Success to establish feedback loops that improve the customer experience

Develop and maintain clear documentation, FAQs, and knowledge bases to empower customers and reduce ticket volume

Represent the voice of the customer internally, advocating for their needs across the business

Manage support operations budgets, vendor relationships, and technology platforms

Qualification

Customer support strategyTechnical support managementSupport process implementationAI solutions for supportSupport metrics analysisVendor managementExceptional communicationCollaboration skillsCustomer-obsessed mindset

Required

5+ years of experience in customer support at a SaaS or technology company, with proven success building and scaling support processes

Strong technical aptitude with hands-on experience managing advanced/complex support cases (e.g., API troubleshooting, integrations, data or system issues, debugging)

Background in support operations, systems implementation, and vendor/BPO management

Deep knowledge of support metrics, analytics, and reporting

Familiarity with modern support tools, CRMs, and automation

Exceptional communication and collaboration skills, with the ability to influence cross-functional partners

Customer-obsessed, solutions-oriented, and passionate about creating excellent experiences

Based in New York