Senior SaaS Support Lead — Escalations & Mentorship

Allego

Waltham (MA)

Hybrid

USD 53,000 - 65,000

Full time

7 days ago

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Benefits offered by this job

Medical/Dental/Vision coverage

Unlimited vacation

Parental leave

HRA

FSA

401(k) with matching

Disability & Life Insurance

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Job summary

Allego is seeking a Senior Customer Support Specialist in the Boston area to manage inbound customer requests for technical support and services, reinforcing Allego’s award-winning reputation for fast, friendly support. The role requires in-office presence at least once a week and involves mentoring teammates, improving processes, and guiding escalations.

Candidates should have 3+ years in customer-facing technical support, excellent communication, and the ability to thrive in a fast-paced

Qualifications

3+ years of experience in customer support, technical support, SaaS support, or a related customer-facing technical role.
Excellent communication, writing, and problem-solving skills.
Leads by example to align with company goals and changes.

Responsibilities

Resolve incoming and technical Customer Support questions via email, phone, or screen-share meetings.
Own initial troubleshooting and assessment; determine if issue can be resolved in Support or escalated.
Mentorship & leadership: train and guide team members; translate AIS escalations for customers.
Design and document technical best practices, procedures, and training programs.
Lead the team through organizational changes with empathy and diplomacy.