Customer Success & Support Lead

So2power; Houston (TX); On-site; USD 110,000 - 150,000; Full time

Benefits offered by this job

Competitive salary with annual reviews

Medical, dental, and vision coverage

401(k) with 4% company match

Early-employee equity program

15 days of PTO + 10 holidays

12 weeks of paid parental leave

Learning and certification budget

Home protection kit for every employee

Job summary

SO2 Power is seeking a Customer Success & Support Lead in Houston to shape and scale our support function across phone, email, and chat with clear SLAs. You will hire, train, and lead a growing team while reducing churn and improving retention for the SO2 Monitoring Membership.

You'll own the knowledge base, incident response, and partner with Field Services to schedule installs and service visits. Your leadership will directly influence product decisions and customer experience.

Qualifications

• 4+ years in customer support or customer success, including 1+ year in a lead role.
• Experience with Zendesk, Gorgias, Intercom, or a similar helpdesk platform.
• Excellent written and verbal communication; bilingual English/Spanish preferred.
• Experience supporting hardware or subscription products preferred.

Responsibilities

• Manage phone, email, and chat support channels with clear SLAs and quality standards
• Handle warranty claims, returns, and escalated cases
• Build and maintain the help center, troubleshooting guides, and support macros
• Track CSAT, first-response time, and SO2 Monitoring Membership churn
• Coordinate with Field Services on installation and service scheduling
• Hire and train support specialists as the team grows

Skills

Customer support leadership

Communication

Bilingual English/Spanish

Team growth

Tools

Zendesk

Gorgias

Intercom

Job description

Build and run our customer support function, covering pre-sale questions, post-purchase support, warranty claims, and membership retention.

Customers usually contact us at stressful moments: before a hurricane, during an outage, or after equipment damage. The Customer Success & Support Lead makes sure every one of them gets fast, clear, and caring help.

You'll build our support function into a real team: channels, service levels, tools, documentation, and hiring. You'll also own retention for the SO2 Monitoring Membership, making sure members get lasting value and stay with us long after their first purchase.

This role sits at the center of the company. What you learn from customers will shape our products, website, installation process, and warranty policies.

What you'll do

• — Manage phone, email, and chat support channels with clear SLAs and quality standards
• — Handle warranty claims, returns, and escalated cases
• — Build and maintain the help center, troubleshooting guides, and support macros
• — Track CSAT, first-response time, and SO2 Monitoring Membership churn
• — Coordinate with Field Services on installation and service scheduling
• — Hire and train support specialists as the team grows

What you'll bring

• — 4+ years in customer support or customer success, including 1+ year in a lead role
• — Experience with Zendesk, Gorgias, Intercom, or a similar helpdesk platform
• — Excellent written and verbal communication skills; bilingual English/Spanish strongly preferred
• — Experience supporting hardware or subscription products preferred

Your first year

• 01 Within 90 days, launch a help center covering our top 50 customer questions
• 02 Within 6 months, reach first-response times under 2 hours and CSAT above 92%
• 03 Within 12 months, reduce membership churn by 20% and hire two support specialists

Our goal

Keep every home and small business powered, protected, and prepared.

Along the Gulf Coast, the power grid is a daily concern. Hurricanes, winter storms, and summer peak demand have made outages longer and more frequent, and families and small businesses are left paying for spoiled food, damaged electronics, lost revenue, and medical equipment that stops working.

SO2 Power™ was founded in Houston to solve that. We design and sell surge protection, backup power, and energy monitoring that are affordable, simple to install, and backed by real people. Our goal is to protect 100,000 Texas homes and businesses by 2030 and to set the standard for how everyday customers prepare for grid instability.

Every role on our team contributes directly to that goal. We are still small enough that each hire changes how we build products, serve customers, and grow as a company.

100K

Homes and businesses protected by 2030

48

Products across eight product families

24/7

Monitoring for SO2 members

Company culture

How we work.

We are a small, practical team. We care about doing the work well, being honest with customers and with each other, and making decisions that hold up during the worst week of the year, not just the best one.

Customers first, always

When the power goes out, our customers are counting on us. We make decisions based on what keeps them safe and supported, even when it isn't the easiest path.

We share context openly, disagree respectfully, and give direct feedback. Good ideas win regardless of title.

Show up for each other

Storm season is intense. We plan ahead, share the load, and make sure no one carries a crisis alone.

Rooted in Houston

We hire locally, work with Texas installers and suppliers, and volunteer during recovery efforts in the communities we serve.

• Competitive salary with annual performance reviews
• Medical, dental, and vision coverage, with 90% of premiums paid for employees
• 401(k) with a 4% company match
• Early-employee equity program
• 15 days of PTO plus 10 paid holidays
• 12 weeks of paid parental leave
• $1,500 annual learning and certification budget
• Free SO2 Power™ home protection kit for every employee

Ready to help keep Texas powered?

Customer Success & Support Lead · Houston, TX