Senior SaaS Support Leader - Hybrid & Equity

Allego; Boston (MA); Hybrid; USD 53,000 - 65,000; Full time

Benefits offered by this job

Medical, dental & vision

Unlimited vacation

Parental leave

HRA

FSA

401(k)

Stock options

Remote-friendly

Job summary

Allego, a fast-growing SaaS company in the Boston area, is seeking a Senior Customer Support Specialist to manage inbound technical support requests and reinforce Allego’s reputation for fast, friendly service. You will resolve escalations, mentor teammates, and help design best practices while partnering with DevOps and support teams.

This role requires 3+ years in SaaS/customer support, excellent communication, and flexibility to cover later hours.

Qualifications

• 3+ years in customer or technical support roles.
• Excellent communication and problem-solving skills.
• Ability to mentor team members.
• Experience handling complex escalations.

Responsibilities

• Resolve incoming customer support questions via email, phone, or screen-share.
• Own initial troubleshooting and assessment of issues; escalate to DevOps when needed.
• Mentor and train support team members.
• Design and document best practices, procedures, and training materials.
• Lead change management during organizational shifts.

Skills

Customer support

SaaS support

Mentoring

Zendesk

Communication

De-escalation

Problem solving

Tools

Zendesk

Job description

Allego, a fast-growing SaaS company in the Boston area, is seeking a Senior Customer Support Specialist to manage inbound technical support requests and reinforce Allego’s reputation for fast, friendly service. You will resolve escalations, mentor teammates, and help design best practices while partnering with DevOps and support teams.

This role requires 3+ years in SaaS/customer support, excellent communication, and flexibility to cover later hours.