LanceSoft, Inc. · 2 weeks ago
Platform Innovation, Support Lead
San Francisco, CA
Full-time
Onsite
Mid, Senior Level
$50/hr - $60.68/hrLanceSoft, Inc. is a company focused on innovative solutions in the restaurant platform business. The role involves leading the support team to ensure high-quality service for merchants, handling complex support tickets, and improving operational processes.
Information Technology
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
strong direct customer-facing support experience in a high-volume environment
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)
experience as a team lead / escalation lead / floor lead / supervisor / manager (formal title not required)
ability to raise the bar through coaching and example—not just delegation
scrappy and relentless about ownership: push cases through ambiguity, coordinate across teams, and don't let threads die
communicate clearly and calmly under pressure, can de-escalate tense situations, and set expectations without overpromising
comfortable getting into the weeds to troubleshoot, but 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 improving training content, troubleshooting playbooks, or onboarding materials
Company
LanceSoft, Inc.
Established in 2000, LanceSoft is a pioneer in delivering top-notch Global Workforce Solutions and IT Services to a diverse clientele.
Founded in 2000
5001-10000 employees
H1B Sponsorship
LanceSoft, 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 (55)
2024 (32)
2023 (23)
2022 (25)
2021 (60)
2020 (80)
Funding
Current Stage
Late StageLeadership Team
Ram Karuppusamy
Chairman & CEO
Simon Dealy
Chief Financial Officer
Company data provided by crunchbase