Customer Support Lead (100% Remote US)

About the job

Job Title: Customer Support Lead

Location: 100% Remote

Our client is a high-growth health and wellness startup dedicated to identifying and resolving overlooked environmental causes of chronic illness. Operating in an underserved niche of preventative and functional health, they develop modern diagnostic and lifestyle solutions that empower individuals to detect hidden toxicities and build lasting physical resilience.

As Customer Support Lead, you will take complete ownership of the company’s customer support ecosystem, building and scaling its operational infrastructure from the ground up. You will architect ticketing systems, design standard operating procedures, and directly lead a dedicated offshore support team in the Philippines. Day to day, you will balance tactical team mentorship and partner communication with strategic operational improvements, feeding front-line customer insights directly into product and executive leadership.

Requirements

• 3+ years of experience in customer support or customer experience, with proven ownership over support operations or team leadership.

• Demonstrated track record scaling support systems within an early-stage startup environment (sub-150 employees).

• Direct experience managing, coaching, and setting QA benchmarks and KPIs for offshore or distributed teams.

• Hands-on expertise implementing and optimizing modern help desk platforms (e.g., Zendesk, Gorgias, Intercom, or Kustomer).

• High autonomy with the ability to create structure from ambiguity and execute projects end-to-end.

Responsibilities

• Architect and scale the end-to-end support infrastructure, including ticketing workflows, routing rules, escalation paths, and self-serve resources.

• Lead, mentor, and define operational scopes of work for an offshore team in the Philippines, establishing QA standards and daily accountability metrics.

• Oversee and protect high-touch communication standards across critical sponsor and partner touchpoints.

• Create macros, automated routing logic, and standard operating procedures (SOPs) to drive down response times and maintain quality.

• Analyze ticket trends to identify root causes of user friction, partnering with product and operations teams to advocate for customer-led improvements.

This fully remote position offers a base salary between $85,000 and $120,000, commensurate with experience, within an agile, mission-focused culture where support operations directly inform company strategy. The interview process is streamlined across three stages: an introductory conversation, a technical deep dive into operations and team leadership, and a final discussion with executive leadership.