Senior Lead Customer Support

📋 Description

• Build and own Moxie's entire customer support organization end-to-end.
• Develop AI-powered self-service and a frontline Tier 1 team.
• Design escalation lattice connecting self-service, frontline, and internal experts.
• Own department budget and multi-year vision for a scalable support org.
• Create a single front door for practice support with fast, helpful answers.
• Operate in an early-stage, fast-moving environment with autonomy.

🎯 Requirements

• Track record of building or turning around a customer support organization end-to-end.
• Experience managing AI-assisted support tooling (e.g., Intercom/Fin).
• Experience hiring/training offshore support teams, including Tier 1.
• Comfort with dotted-line accountability and cross-team SLA/escalation workflows.
• Ability to translate support performance into cross-functional metrics.
• Systems-building mindset; prefer designing operating models over patching current ones.

🎁 Benefits

• Rare, full-scope build: AI, concierge, reps, and offshore teams under one standard.
• Single front door for all practice support with senior leadership visibility.
• Cross-functional reach and strategic company priority alignment.
• Full ownership and autonomy in an early-stage scale-up.