Compunnel Inc. · 15 hours ago
POS & Platform Escalation Lead-- SONDC5715677
United States
Contract
Remote
Senior Level
$57/hr - $60/hrCompunnel Inc. is seeking a hands-on support leadership role for their team. The role involves directly helping merchants with support tickets, resolving complex issues, and coaching other agents to improve the support team's operations at scale.
Information Technology & Services
Hiring Manager
Sana Varsi
Responsibilities
Handle merchant support tickets from start to finish
Investigate issues with limited information by asking the right questions and gathering context quickly
Deliver clear, professional communication—especially during high-impact issues like downtime
Own and resolve the most urgent and complex cases
Coordinate with Support, Operations, Product, Engineering, and external partners to drive resolution
Set the standard for ticket quality, speed, and customer communication
Coach and support agents live—helping them improve troubleshooting, investigation, and customer handling
Identify patterns from real cases and turn them into better processes
Contribute to playbooks, training materials, and internal documentation
Help expand support coverage (new channels, extended hours) while maintaining a high-touch experience
Qualification
Required
Strong experience in customer support, especially in high-volume environments
Experience handling complex, high-stakes issues (e.g., system downtime, financial impact, time-sensitive problems)
Previous experience as a team lead, escalation lead, floor lead, or supervisor (formal title not required)
Strong ownership mindset—you follow issues through until they're fully resolved
Calm, clear communicator who can de-escalate tough situations and set realistic expectations
Ability to troubleshoot deeply while also spotting trends and process improvements
Preferred
Experience supporting POS systems, payments, hardware-based products, logistics, or multi-system workflows
Familiarity with support tools (e.g., Intercom, ticket routing, QA, knowledge bases)
Comfort with basic technical troubleshooting (networking knowledge is a plus)
Experience improving training content, troubleshooting guides, 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