Customer Support Lead: SaaS Frontline & Process Innovator

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

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.