Customer Success & Support Lead — Build & Retain

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

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.