Head of Customer Support

Common Room; United States; Remote; USD 80,000 - 120,000; Full time

Job summary

Join a forward-thinking company as the Head of Customer Support, where you'll advocate for users and build a world-class support team. This role allows you to shape customer support strategies in a modern, community-led environment, working closely with Product, Engineering, and Customer Success teams. You will implement scalable tools and processes, ensuring excellent service while promoting a culture of empathy and continuous improvement. If you're passionate about customer advocacy and team leadership, this opportunity is perfect for you.

Benefits

Competitive salary and equity

Comprehensive health insurance

Paid time off

401(k)

Family leave

Remote work support

Qualifications

• 6+ years in customer support at SaaS companies, with 2+ years in leadership.
• Experience with modern support platforms and knowledge management.

Responsibilities

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

Skills

Customer Support Leadership

Data-Driven Decision Making

Communication Skills

Analytical Skills

Tools

Zendesk

Intercom

Front

Job description

Join us to apply for the Head of Customer Support role at Common Room

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.

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. Backed by operators from companies like Figma, Stripe, Airtable, Slack, Notion, Loom, and more, we value simplicity, passion, trust, and our customers.

Why we need you: Our customers are central to our business. We’re seeking a Head of Customer Support who is passionate about advocating for users, building systems and teams, and delivering world-class support at scale. You will start by engaging directly with our product and users, then design support systems, hire and develop the team, and implement scalable tools. This role offers a unique chance to shape customer support in a modern, community-led company, working closely with Product, Engineering, and Customer Success teams to turn support into a strategic asset for product feedback, retention, and growth.

How You’ll Contribute:

• Lead and scale our customer support, ensuring excellent service across channels (Slack, chat, email, in-app, community).
• Build and manage a high-performing support team, including hiring, training, and career development.
• Design support operations for efficiency, including ticket routing, knowledge base management, and automation.
• Establish and track KPIs (CSAT, resolution time, deflection rate) to improve support quality.
• Collaborate with Product, Engineering, and Customer Success to incorporate user feedback and prioritize improvements.
• Implement scalable tools and processes, balancing high-touch service with automation.
• Promote a culture of empathy, accountability, and continuous improvement.

What You Bring:

• 6+ years in customer support at SaaS companies, with 2+ years in leadership, preferably in high-growth startups.
• Experience with modern support platforms like Front, Zendesk, or Intercom, and knowledge management.
• Strong analytical skills and data-driven decision-making.
• Excellent communication skills, with the ability to distill complexity into clarity.

What Makes You a Great Fit:

• You thrive in ambiguity, are organized, and excited to build from scratch.
• You are a strategic thinker and operational doer, comfortable setting vision and executing.
• You have deep empathy for customers and balance their needs with business goals.
• You excel in cross-functional collaboration and see support as a strategic lever.
• You’re passionate about team building and leadership, leading with integrity and care.
• You possess a high sense of ownership, ready to spend time in support to learn and empathize.
• You believe support can scale through systems and tooling.

Our values include:

• Customer-centricity
• Simplicity
• Decisiveness
• Teamwork and trust

Our benefits:

• Competitive salary and equity
• Comprehensive health insurance
• Paid time off, holidays, remote work support, stipends, 401(k), family leave
• A diverse, passionate team at a pivotal stage

Common Room is an equal opportunity employer committed to diversity and inclusion.