West Coast Product Support Leader — AI-Driven Enterprise SaaS

SupportFinity™; San Francisco (CA); Hybrid; USD 127,500 - 172,500; Full time

Job summary

SupportFinity™ is looking for a Product Support Leader to oversee the West Coast customer support team. The role involves developing team capabilities, managing operations, and enhancing customer engagement strategies as the company scales its platform.

Candidates should have at least 5 years of experience in technical support within B2B software and strong people management skills. This position emphasizes cross-functional collaboration and operational excellence to drive superior customer experiences.

Qualifications

• 5+ years of experience in technical customer support or related roles in B2B software.
• 2+ years of people management experience in support teams.
• Ability to manage customer escalations with composure and empathy.

Responsibilities

• Lead and develop a high-performing support team for West Coast customers.
• Manage daily operations and support metrics for high-quality service.
• Serve as the primary point for customer escalations and issues.

Skills

Customer empathy

People leadership

Operational management

Cross-functional collaboration

Problem analysis

Education

Bachelor's degree in a life sciences field

Tools

Salesforce

Zendesk

JIRA

Job description

SupportFinity™ is looking for a Product Support Leader to oversee the West Coast customer support team. The role involves developing team capabilities, managing operations, and enhancing customer engagement strategies as the company scales its platform.

Candidates should have at least 5 years of experience in technical support within B2B software and strong people management skills. This position emphasizes cross-functional collaboration and operational excellence to drive superior customer experiences.