Scalence L.L.C. · 2 weeks 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 the restaurant platform business, and they are seeking a Platform Innovation, Support Lead. In this hands-on role, you will manage complex merchant support tickets, coach support agents, and improve operational processes to ensure high-quality service.
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
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
clear and calm communication under pressure, ability to 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
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