Senior Support Lead — Complex Issues & Cross‑Team Mentor

H1; Oregon; Hybrid; USD 65,000 - 80,000; Full time

Benefits offered by this job

Health insurance

PTO and vacation policy

RSUs (Restricted Stock Units)

Retirement options

Wellness stipends

Impactful projects with biotech/life‑s

Job summary

H1 in Oregon is seeking a Senior Support Specialist to own escalations, drive projects across teams, and mentor teammates. You’ll collaborate with Customer Success, Data, Engineering and Product to resolve the most complex customer issues.

The role requires 6+ years in customer-facing support within a B2B SaaS environment and hands-on experience with Zendesk, Jira, and Salesforce. You will prioritize work, create SOPs, and improve processes.

Qualifications

• 6+ years in a customer-facing support role, including senior/lead escalations
• Experience in a B2B SaaS environment
• Hands-on experience with ticketing/issue-tracking systems (Zendesk, JIRA, Salesforce)
• Track record of leading projects or process improvements with cross-functional teams
• Experience mentoring or guiding other team members
• Fluent in English (written and spoken) with clear communication to senior stakeholders
• Ability to distill complex concepts for varying audiences
• Strong organizational skills and multi-tasking ability
• Self-starter who works independently with minimal direction
• Empathy for customers; detail-oriented and accountable

Responsibilities

• Own complex, escalated issues from start to finish and escalate when needed
• Handle tickets in Zendesk and collaborate with Success, Data, Engineering and Product
• Develop plans to identify and remediate operational challenges
• Drive Jira escalations with Engineering and Product and reproduce bugs
• Serve as SME for H1 product areas and contribute to SOPs
• Lead small project teams, set milestones, and keep stakeholders updated
• Prioritize work and mentor junior team members
• Anticipate blockers and translate ticket trends into solutions
• Create and maintain technical documentation and SOPs
• Maintain accuracy and accountability in all work

Skills

Escalation management

Stakeholder communication

Project leadership

Mentoring

SaaS experience

English fluency

Tools

Zendesk

JIRA

Salesforce

Job description

H1 in Oregon is seeking a Senior Support Specialist to own escalations, drive projects across teams, and mentor teammates. You’ll collaborate with Customer Success, Data, Engineering and Product to resolve the most complex customer issues.

The role requires 6+ years in customer-facing support within a B2B SaaS environment and hands-on experience with Zendesk, Jira, and Salesforce. You will prioritize work, create SOPs, and improve processes.