Compunnel Inc. ยท 7 hours ago
Platform Support Escalation Lead -- SONDC5715677
San Francisco, CA
Contract
Onsite
Mid, Senior LevelCompunnel Inc. is seeking a highly hands-on frontline leader for the Platform Support Escalation Lead role. This position is responsible for resolving merchant support tickets, owning critical escalations, and coaching agents in real time, all while driving improvements in systems and processes to enhance support for thousands of restaurants.
Information Technology & Services
Hiring Manager
PRINCE GAUTAM
Responsibilities
Work the support queue daily, owning and resolving a broad range of merchant tickets end-to-end
Serve as escalation owner for urgent, complex, and high-impact cases, coordinating across Support, Ops, Product, Engineering, and external partners
Lead by example on ticket quality, speed, and customer communication, especially during downtime or operational disruption
Coach and unblock support agents in real time, building their investigation habits, customer handling skills, and confidence
Contribute to playbooks, internal knowledge, training materials, and process improvements based on live case experience
Strengthen support operations as new channels and coverage expand (e.g., phone/video, extended hours)
Participate in daily team meetings and provide input on operational improvements
Drive resolution of novel issues by asking the right questions, engaging stakeholders, and building context quickly
Qualification
Required
Strong direct customer-facing support experience in a high-volume environment
Experience supporting customers in high-stakes, high-complexity environments (e.g., operational downtime, financial impact, multi-system dependencies)
Prior experience as a team lead, escalation lead, floor lead, supervisor, or manager (formal title not required)
Proven ability to coach and raise performance standards through example, not just delegation
Strong ownership mindset; able to push cases through ambiguity and coordinate across teams
Clear and calm communication under pressure; skilled at de-escalating tense situations and setting realistic expectations
Ability to troubleshoot in detail while recognizing patterns and translating them into improvements
Preferred
Experience supporting POS systems, payments, hardware-enabled products, logistics, or multi-system workflows
Familiarity with support tools and workflows (e.g., Intercom, routing/triage, QA, knowledge management)
Comfort with basic technical troubleshooting; networking experience is a plus
Experience improving training content, troubleshooting playbooks, or onboarding materials
Company
Compunnel Inc.
Compunnel Inc. is where AI-native solutions meet human ingenuity, helping enterprises reimagine talent, technology, and growth.
Founded in 1994
5001-10000 employees
H1B Sponsorship
Compunnel Inc. has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2276)
2024 (1682)
2023 (1992)
2022 (2366)
2021 (2223)
2020 (2220)
Funding
Current Stage
Late StageLeadership Team
Andy Gaur
Founder, Chairman & CEO
Karthik Natarajan
Executive VP & CTO
Company data provided by crunchbase