Scalence L.L.C. · 18 hours ago
Platform Innovation, Support Lead
United States
Full-time
Remote
Mid, Senior Level
$50/hr - $60/hrScalence L.L.C. is a company focused on enhancing their restaurant platform business through innovative support solutions. The Platform Innovation, Support Lead will be responsible for managing complex merchant support tickets, coaching support agents, and improving support processes to ensure high-quality service delivery.
Information Technology & Services
Responsibilities
Get to the lowest level of detail to solve novel issues with limited information - asking the right questions, understanding the right stakeholders, and building context quickly to solve problems
Work the queue daily, owning and resolving a broad range of merchant support tickets end-to-end (not just escalations)
Become the escalation owner for the most urgent, complex, and high-impact issues—driving resolution across Support, Ops, Product, Engineering, and external partners as needed
Lead by example on ticket quality, speed, and customer communication—especially in high-stakes situations where downtime or operational disruption is on the line
Coach and unblock support agents in real time, helping them build better investigation habits, customer handling skills, and confidence
Improve how support scales by contributing to playbooks, internal knowledge, training materials, and lightweight process improvements rooted in what you see in live cases
Help strengthen our support motion as we expand channels and coverage (e.g., phone/video, extended hours) while maintaining white-glove service
Qualification
Required
You have strong direct customer-facing support experience in a high-volume environment
You've supported customers in a high-stakes, high-complexity environment where issues are messy and outcomes matter (e.g., operational downtime, financial impact, time-sensitive workflows, multi-system dependencies)
You have experience as a team lead / escalation lead / floor lead / supervisor / manager (formal title not required) and you know how to raise the bar through coaching and example—not just delegation
You're scrappy and relentless about ownership: you push cases through ambiguity, coordinate across teams, and don't let threads die
You communicate clearly and calmly under pressure, can de-escalate tense situations, and set expectations without overpromising
You're comfortable getting into the weeds to troubleshoot, but you also recognize patterns and translate them into practical improvements
Preferred
Experience supporting POS, payments, hardware-enabled products, logistics, or other multi-system operational 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, not a requirement
Experience Simproving training content, troubleshooting playbooks, or onboarding materials
Company
Scalence L.L.C.
In today’s dynamic and competitive market, success hinges on mastering three key areas: Data Intelligence, Business Resilience, and Digital Experience.
501-1000 employees
Funding
Current Stage
Late StageCompany data provided by crunchbase