SaaS Support & Experience Lead (Hybrid)

Entegrata; Indianapolis (IN); Hybrid; USD 120,000 - 160,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) with employer match

Unlimited PTO

Company holidays

Professional development support

Flexible hybrid work

Job summary

Entegrata seeks a leader to build and run its customer support function for law firm customers, starting hands-on and growing into a scaling leadership role. You’ll define channels, SLAs, and processes, then hire and guide the team to deliver reliable, data-driven support.

Ideal candidates bring 5+ years in customer or technical support, strong SaaS troubleshooting, and proven ability to implement knowledge management and incident tooling in a fast-moving, hybrid environment.

Qualifications

• 5+ years in customer or technical support, including experience building or leading a support function.
• Strong technical troubleshooting ability with SaaS or data products.
• Experience defining SLAs, support processes, and knowledge management.
• Hands-on mindset paired with the ability to scale a team and set strategy.
• Excellent written and verbal communication with enterprise customers.

Responsibilities

• Design and operate the customer support function: channels, intake, triage, escalation, and resolution workflows.
• Own support SLAs, quality standards, and customer satisfaction targets.
• Resolve customer issues per SLA hands-on in the early stage, developing deep product and data knowledge.
• Assume responsibility for support issues & data investigations from the Customer Experience Managers.
• Administer support tooling and knowledge base. Create the knowledge base.
• Refine the escalation path with Engineering and coordinate on incidents and root-cause resolution.
• Report on support metrics and surface recurring issues to Product and Engineering.
• As volume grows, hire, coach, and lead the support team and set support strategy.

Skills

Leadership

Technical troubleshooting

SLA management

Team building

Enterprise communication

Tools

CRM systems

Knowledge base tooling

Incident tooling

Cloud/SaaS familiarity

Job description

Entegrata seeks a leader to build and run its customer support function for law firm customers, starting hands-on and growing into a scaling leadership role. You’ll define channels, SLAs, and processes, then hire and guide the team to deliver reliable, data-driven support.

Ideal candidates bring 5+ years in customer or technical support, strong SaaS troubleshooting, and proven ability to implement knowledge management and incident tooling in a fast-moving, hybrid environment.