Senior Support Specialist: Lead Escalations & Cross-Team

Remote; San Francisco (CA); On-site; USD 65,000 - 80,000; Full time

Benefits offered by this job

Health insurance

Generous paid time off

Retirement options

Health & charitable donation stipends

Impactful ERGs

Opportunity to work with leading Biote

Job summary

H1 is seeking a Senior Support Specialist to own escalations, lead cross-functional projects, and mentor team members. You will work with Customer Success, Data, Engineering, and Product to resolve complex issues with minimal direction.

You will serve as a subject matter expert for product areas, drive process improvements, and create documentation to improve support quality and efficiency. The role emphasizes ownership, teamwork, and customer-first mindset.

Qualifications

• 6+ years in a customer-facing support role, including senior/escalation level
• B2B SaaS experience preferred
• Hands-on with ticketing systems (Zendesk/JIRA/Salesforce)
• Proven ability to lead projects or process improvements with cross-functional teams
• Experience mentoring or guiding other support staff
• Fluent English, with clear communication to senior stakeholders
• Strong organizational skills and multi-tasking ability
• Self-starter with minimal direction and independent prioritization
• Demonstrates empathy for customers

Responsibilities

• Own complex escalations from start to finish and escalate when needed
• Handle tickets in Zendesk and collaborate with CS, Data, Eng, and Product
• Lead small project teams, set milestones, and align stakeholders
• Drive Jira escalations with Eng and Product; verify bugs
• Create, update, and own technical docs and SOPs
• Mentor teammates and shape day-to-day support operations

Skills

Customer-facing support

Project leadership

Escalation management

Cross-functional collaboration

Empathy

Tools

Zendesk

JIRA

Salesforce

SQL

Job description

H1 is seeking a Senior Support Specialist to own escalations, lead cross-functional projects, and mentor team members. You will work with Customer Success, Data, Engineering, and Product to resolve complex issues with minimal direction.

You will serve as a subject matter expert for product areas, drive process improvements, and create documentation to improve support quality and efficiency. The role emphasizes ownership, teamwork, and customer-first mindset.