Support Team Lead

About this role

We're looking for someone to lead our Support team and improve how we help customers across the board. In this role, you'll manage our global team of agents while ensuring our support organization aligns with and drives toward our broader company goals.

Things you'll be working on

Optimizing end-to-end support workflows in Pylon

• Designing differentiated support SLAs, response windows & touchpoints for Basic, Standard & Growth tiers
• Auditing ticket flows and redesigning macros, triggers & queues to drive support queue efficiencies
• Creating a structured tagging system to classify tickets by type (bugs, feature requests & escalations)
• Maintain shared dashboards and triage boards surfacing ticket trends, NPS feedback and high-severity incidents

Deepening product mastery & technical debugging

• Becoming an expert in debugging customer issues by developing a deep understanding in Replo technical internals
• Building up the teams ability to independently investigate, troubleshoot, and document solutions for complex technical issues
• Collaborating with Engineering and cross-functional teams (Product, Growth, Marketing) on bug reproduction, prioritization and backlog alignment

Managing and scaling a global support team

• Overseeing 9+ agents across Tier 1, Tier 2 & Billing for 24/7 chat support coverage
• Running shift planning, performance reviews & unit-economics analysis
• Fostering cross-timezone collaboration, professional development, and accountability across the team

Championing documentation and knowledge sharing

• Auditing & optimizing help center articles, FAQs & internal runbooks for searchability & relevance
• Establishing agent feedback loops to spot gaps and prioritize new content
• Training the team on help center best practices and leveraging AI deflection to boost first-contact resolution

Looking for someone who

• Thrives with a strong ownership mentality in a resource-constrained startup
• Brings 4+ years of hands-on experience optimizing support operations and tooling (Pylon, Zendesk, etc.)
• Demonstrates intellectual curiosity and solid debugging skills (HTML, JS, CSS)
• Communicates clearly and collaborates effectively with Product, Engineering, Growth & Marketing
• Thinks strategically about customer support as a lever for retention, upsell and cost savings
• Moves quickly-shipping improvements continuously rather than planning for weeks
• Values clean, maintainable processes, documentation and data-driven iteration

Bonus points if you

• Have started a company or worked at an early-stage (Series A or earlier) startup previously
• Have an eye for visual design (or past experience in product design, Figma, etc)

The salary range offered depends on a variety of factors, including job-related knowledge, skills, experience, and market location. In addition to the salary, a performance bonus and long-term incentives may be provided as part of the compensation package, as well as a full range of medical, financial, and/or other benefits, dependent on the position offered.

Replo is committed to equal employment opportunities regardless of race, color, genetic information, creed, religion, sex, sexual orientation, gender identity, lawful alien status, national origin, age, marital status, and non-job related physical or mental disability, or protected veteran status. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Note on Visas - At this time, Replo is unfortunately unable to support employees on visas.