Senior Support Lead – SaaS, Cross-Functional & Equity

H1; United States; Remote; USD 65.000 - 80.000; Vollzeit

Benefits dieser Stelle

Health insurance

Generous PTO

Retirement options

Wellness stipends

Employee Resource Groups

Zusammenfassung

H1 is seeking a Senior Support Specialist to own escalations, drive cross‑team projects, and mentor teammates on a rapidly growing, data‑driven platform. You'll be the go‑to expert for complex issues and help shape how Support works at H1.

You will handle tickets in Zendesk, collaborate with Customer Success, Data, Engineering and Product, document SOPs, and identify improvements while keeping a customer‑first mindset. The role includes an in‑person final interview and travel as needed.

Qualifikationen

• Authorized to work in the US without sponsorship
• 6+ years in a customer-facing support role, including at least 2 years at a senior/lead/escalation level
• Experience in a B2B SaaS environment
• Hands-on experience with Zendesk, JIRA, Salesforce
• Track record of leading projects with cross-functional teams
• Experience mentoring or training other support staff
• Fluent in English with clear communication to senior stakeholders
• Ability to distill complex concepts for varied audiences
• Strong organizational skills; manage multiple issues and projects
• Self-starter with minimal direction
• Detail-oriented and accountable
• Empathy for customers
• Preferred: SQL, AWS Athena & S3 Buckets, API, MS Excel, G-Suite
• Preferred: Healthcare, life sciences, or data products experience
• Preferred: Experience writing SOPs / knowledge base content

Aufgaben

• Own complex escalated issues from start to finish, and elevate appropriately when needed
• Receive, answer, solve, or route tickets in Zendesk, working closely with Customer Success, Data, Engineering, and Product
• Lead small project teams: set milestones, give direction, and keep stakeholders and partner teams updated
• Mentor and coach team members and lead the day-to-day activities of others when needed
• Create, update, and own technical documentation and SOPs
• Maintain a strong attention to detail and take accountability for the accuracy of your work
• Identify operational and data risks that block execution and build solutions for them

Kenntnisse

Escalation leadership

Senior experience

B2B SaaS

Ticketing systems

Zendesk

JIRA

Salesforce

Project leadership

Mentoring

Communication

English fluency

Cross-functional collaboration

Data-driven problem solving

SQL

AWS Athena

S3 Buckets

API

MS Excel

G-Suite

Healthcare / life sciences

SOP writing

Tools

Zendesk

JIRA

Salesforce

Jobbeschreibung

H1 is seeking a Senior Support Specialist to own escalations, drive cross‑team projects, and mentor teammates on a rapidly growing, data‑driven platform. You'll be the go‑to expert for complex issues and help shape how Support works at H1.

You will handle tickets in Zendesk, collaborate with Customer Success, Data, Engineering and Product, document SOPs, and identify improvements while keeping a customer‑first mindset. The role includes an in‑person final interview and travel as needed.