Head of Customer Support

Common Room, Inc.; United States; Remote; USD 90,000 - 130,000; Full time

Job summary

A modern B2B company is seeking a Head of Customer Support to advocate for users and build systems that enhance the support experience. This role involves leading a team, designing support operations, and collaborating with Product and Engineering to improve customer insights and retention.

Benefits

Competitive base compensation with equity

Health insurance

Unlimited Paid Time Off

Work from home policy

Monthly Remote Stipend

Paid Family Leave

Qualifications

• 6+ years of experience in customer support at SaaS companies.
• 2+ years in a leadership position.

Responsibilities

• Lead and scale customer support function across all channels.
• Build and manage a high-performing team.

Skills

Customer-obsessed mindset

Analytical skills

Excellent communication

Tools

Zendesk

Intercom

Job description

About us

Common Room is the customer intelligence platform that captures every buying signal, giving companies superpowers with AI enrichment and automation to reach the right person with the right context at the right time.

Despite an explosion of buyer signals, companies are left struggling with siloed point solution vendors, bloated tech stacks, and unactionable "intent" data. Common Room brings together all the buying signals you care about in one place so you can track the entire customer journey, match signals to real people and accounts, take action and automate.

We’ve raised over $50 million from top-tier investors including Greylock, Index, and Madrona to build the world's first customer intelligence platform for modern B2B companies. And we’re backed by 25+ operators from the fastest-growing companies in the world such as Figma, Stripe, Airtable, Slack, Notion, Loom, and more.

You + Common Room? You’d be joining a team that revels in asking hard questions, collaborating gladly, and making decisions quickly—a team that values simplicity, passion, trust, each other, and our customers above all.

So hello! Please, knock on our door. We'd love to meet you.

Why we need you:

Our customers are the heartbeat of our business, and every interaction they have with Common Room shapes how they experience our product and our brand. We’re searching for a Head of Customer Support who will be a passionate advocate for our users, a thoughtful builder of systems and teams, and a strategic partner in delivering world-class support at scale.

We’re looking for a customer-obsessed, hands-on leader to join us full time and help elevate the support experience for companies like Atlassian, Grammarly, and Notion. You’ll spend time in the queue early on, learning our product and our users from the ground up. From there, you’ll design the systems, hire the team, and implement the tools needed to support a fast-growing and technically savvy customer base.

This is a unique opportunity to define what customer support looks like in a modern, community-led company—and in a category we’re actively shaping. You’ll work closely with Product, Engineering, and Customer Success to close the loop between what our customers need and what we build. You’ll turn support from a reactive function into a strategic engine for customer insight, product improvement, and retention.

If you’re excited to build something that truly puts customers first, we’d love to hear from you.

How You’ll Contribute:

• Lead and scale our customer support function, ensuring excellent service across all channels (slack, chat, email, in-app, community).

• Build and manage a high-performing team, including hiring, training, and career development for frontline and tiered support staff.

• Design support operations that enable efficiency and speed—including ticket routing, knowledge base management, and automation.

• Establish and track key KPIs (e.g., CSAT, time to resolution, deflection rate), using data to continuously improve the support experience.

• Partner with Product, Engineering, and Customer Success to relay user feedback, prioritize bugs, and advocate for customer-centric improvements.

• Implement tools and processes that scale with us as we grow—balancing high-touch service with automation where appropriate.

• Drive a culture of empathy, accountability, and continuous improvement across the support org.

What You Bring

• 6+ years of experience in customer support at SaaS companies, with 2+ years in a leadership position.
  Demonstrated ability to build and scale support teams, preferably in high-growth startup environments.
  A customer-obsessed mindset paired with a passion for building systems, tools, and processes that scale.

• Experience with modern support platforms like Front, Zendesk, or Intercom and familiarity with knowledge management best practices.

• Strong analytical skills; you’re confident using data to drive decisions and process improvements.

• Excellent written and verbal communication skills, with a knack for distilling complexity into clarity.

What Makes You a Great Fit:

• You thrive in ambiguity, yet are extremely organized and are energized by the opportunity to build from the ground up.

• You’re a strategic thinker and operational doer—just as comfortable setting vision as you are rolling up your sleeves.

• You have a deep empathy for customers and know how to balance their needs with business goals.

• You’re energized by cross-functional collaboration and know how to build bridges across Product, Engineering, and Success.

• You see support not just as a service function, but as a strategic lever for product feedback, retention, and growth.

• You’re passionate about building teams and developing people, and you lead with integrity, clarity, and care.

• You have a low ego and a high sense of ownership—to start, you'll spend time in the support queue yourself to learn the product, understand the customer, and build empathy from the inside out.

• You believe that great support scales, and you’re excited to architect the systems and tooling to make that happen.

Our values:

• Be Customer-centric - We work backwards from the needs of our customers. The crisp articulation of customer value guides our decisions.

• Strive for Simplicity -We choose simplicity over complexity whenever possible. We seek to identify and understand the essential quality of what we are building.

• Make it Happen - We are quick to take the first step, and prioritize decisiveness over fear of making a mistake. We don’t confuse motion for movement and we measure ourselves on impact over actions.

• We’re In this Together -We measure personal success by the success of our customers and teammates. Relationships matter, and the strongest ones are built on the foundations of trust, enablement, and transparency.

Our benefits:

Our investment in caring for our employees and their families is a key part of our values and culture at Common Room:

• Competitive base compensation with meaningful equity ownership

• Health insurance including medical, dental, and vision, HSA and FSA

• We pay 100% of your employee premium and 50% of your premium for any dependents

• Unlimited Paid Time Off

• Paid Company Holidays

• Work from home policy including a laptop and support for your home office needs

• Monthly Remote Stipend

• 401(k) self contribution

• Paid Family Leave

• Opportunity to join a diverse, passionate, and fun team at a pivotal time in the company’s lifecycle

Common Room provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.