Senior Support Lead: Escalations, Projects & Mentorship

H1; New York (NY); On-site; USD 65,000 - 80,000; Full time

Benefits offered by this job

Full suite of health insurance options

Pre-planned company-wide wellness days

Retirement options

Health & charitable donation stipends

Impactful Business Resource Groups

Work with leading biotech and life-sc-

Job summary

H1 is seeking a Senior Support Specialist in the United States to own complex customer escalations and lead cross-team projects. You will mentor teammates, manage tickets in Zendesk and Jira, and partner with Success, Data, Engineering, and Product to improve service quality.

The role requires 6+ years in customer-facing support, experience in B2B SaaS, and strong communication with senior stakeholders. In-person interview may require travel; compensation includes equity options and health

Qualifications

• 6+ years in a customer-facing support role, including senior/escalation experience
• Experience in a B2B SaaS environment
• Hands-on experience with ticketing and issue-tracking systems (e.g. Zendesk, JIRA, Salesforce)
• Track record of leading projects or process improvements with cross-functional teams
• Experience mentoring or guiding other support team members
• Fluent in English (written and spoken) with clear communication to senior stakeholders

Responsibilities

• Own complex, escalated issues from start to finish and escalate when needed
• Receive, answer, solve, or route tickets in Zendesk, collaborating with Customer Success, Data, Engineering, and Product
• Develop plans to identify and remediate operational challenges
• Drive Jira escalations with Engineering and Product; replicate and validate bugs
• Serve as SME for one or more areas of H1 product offerings
• Lead small project teams: set milestones, provide direction, update stakeholders
• Prioritize work and mentor junior team members
• Anticipate issues and blockers, translate ticket trends into solutions
• Identify operational and data risks and build solutions
• Mentor and coach team members and lead day-to-day activities
• Create, update, and own technical documentation and SOPs
• Maintain attention to detail and accountability for accuracy

Skills

Customer support

Leadership

B2B SaaS

English fluency

Mentoring

Problem solving

Tools

Zendesk

JIRA

Salesforce

Job description

H1 is seeking a Senior Support Specialist in the United States to own complex customer escalations and lead cross-team projects. You will mentor teammates, manage tickets in Zendesk and Jira, and partner with Success, Data, Engineering, and Product to improve service quality.

The role requires 6+ years in customer-facing support, experience in B2B SaaS, and strong communication with senior stakeholders. In-person interview may require travel; compensation includes equity options and health