Customer Support Lead

Riskcast Solutions, Inc.; Nashville (TN); Hybrid; USD 50,000 - 80,000; Full time

Job summary

Riskcast Solutions, Inc. seeks a Customer Support Lead to own frontline support, ensuring quick responses and confident customers. You will work with internal teams to route issues and drive resolutions, contributing to evolving support processes as the company scales.

In this role, you’ll guide the support function, maintain documentation, and ensure excellent customer experiences while collaborating with the Customer Success team.

Qualifications

• 2+ years of experience in customer helpdesk or technical support.
• Excellent written communication with appropriate tone.
• Strong troubleshooting and methodical issue diagnosis.
• Experience with helpdesk platforms (Zendesk, HappyFox, or similar).
• Ability to explain technical concepts in plain language.
• Highly organized with multi-ticket management.
• Customer-first mindset with empathy and clarity.

Responsibilities

• Own customer-facing support communication on active tickets from first response to resolution or escalation.
• Provide accurate, timely first responses; resolve issues directly when capable.
• Triage and escalate tickets with clear context and documentation.
• Identify recurring issues, requests, and trends to Product and CS leadership.
• Contribute to building and refining support processes, SLA standards, and escalation workflows.
• Maintain and update the Knowledge Base, coordinating with internal teams.

Skills

Customer support

Zendesk / HappyFox

Tools

Zendesk

HappyFox

Job description

Be the first point of contact for Riskcast customers — resolving issues quickly, improving our support processes, and making sure every contractor feels confident in the platform.

We're looking for a Customer Support Lead to own the frontline customer support experience at Riskcast. You'll be the first point of contact for customer questions and issues, quickly providing helpful responses that make customers feel supported and confident in the platform.

In this role, you'll work closely with internal teams to ensure each issue gets to the right place and every customer gets a resolution. As part of the Customer Success team, you'll contribute to the evolution of our customer support processes and documentation, and ensure positive customer experiences as we scale.

Responsibilities:

• Own customer-facing support communication on all active helpdesk tickets, from first response through resolution or escalation
• Provide accurate, timely first responses to tickets, resolving issues directly when capable
• Triage and escape tickets when needed, including clear context and documentation
• Identify recurring issues, requests, and trends to Product and CS leadership
• Contribute to building and refining support processes, SLA standards, and escalation workflows as the support function grows
• Maintain and update the Knowledge Base, coordinating with internal teams for complex or product-specific documentation

Requirements:

• 2+ years of experience in customer helpdesk or technical support, ideally in a SaaS or software environment
• Excellent written communication, clear and professional with the right tone for each situation
• Strong troubleshooting and systematic approach to diagnosing issues before escalation
• Experience working with helpdesk or ticketing platforms (HappyFox, Zendesk, or similar)
• Comfortable maintaining and creating support documentation, ability to explain technical concepts in plain language
• Highly organized with the ability to manage multiple open tickets without losing track
• Customer-first mindset, defaulting to empathy, patience, and clarity even when conversations are frustrating

Nice to have:

• Experience supporting customers in construction, field operations, workforce management, or related industries
• Familiarity with construction workflows, payroll processes, or project management concepts
• Background in writing technical documentation or customer-facing help content