Customer Support Lead

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Location:

Falls Church, VA (must be on-site in office, with partial telework flexibility)

Full-Time | Permanent

Are you a fast learner who thrives in a collaborative environment and loves helping others with technology? Biz Flow is seeking a proactive and customer‑centric Customer Support Lead to lead a small, focused support team that coordinates closely with our R&D Product, Solutions, and Professional Services teams to resolve issues quickly and accurately, while providing polished and professional communication to customers at every step.

This role is ideal for a player‑coach who handles escalated issues, develops support processes, and thrives on collaboration, problem‑solving, and strengthening customer relationships. If this resonates with you, we’d love for you to apply!

• Lead the Customer Support (CS) team (2 to 3 people): run stand‑ups, conduct ticket reviews, and lead hands‑on ticket work with various internal teams to achieve resolution.
• Own ticket lifecycle (intake → triage → resolution → closure), meeting or exceeding SLAs and customer satisfaction targets.
• Troubleshoot and provide technical guidance on complex CS tickets, ensuring follow‑through to resolution while deepening your expertise with our platform.
• Collaborate cross‑functionally with:
  • R&D Product on defect reproduction, prioritization, and release notes.
  • Solutions on environment nuances, configurations, and customer‑specific workflows.
  • Professional Services on complex deployments, upgrades, and change management.
• Serve as customer communications lead, crafting polished status updates, incident reports, and executive briefings that translate technical details into clear business language.
• Champion low‑code/no‑code support, using Biz Flow M to streamline support workflows (automations, routing, templates) and reduce time‑to‑resolution.
• Maintain knowledge assets: playbooks, runbooks, FAQs, and internal KB articles; ensure versioning aligns with product releases.
• Monitor system & service health: track patterns, elevate risks, and coordinate mitigations ahead of customer impact.
• Drive continuous improvement: post‑incident reviews, root‑cause analysis, and process updates across tools and workflows.

• Education:
  
  Bachelor’s degree in Computer Science, Software Engineering, or a related technical discipline.
• 4+ years in customer support, technical support, or client enablement for enterprise software.
• Demonstrated excellence in polished, professional customer communications—written and verbal—tailored for both technical and executive audiences.
• Experience with modern ticketing systems (e.g., Zendesk).
• Working knowledge of web technologies (HTML/CSS/JavaScript, REST APIs) and SQL for basic troubleshooting.
• Proven ability to collaborate across R&D/Product, Solutions, and Professional Services teams to resolve complex customer issues.
• Strong troubleshooting, analytical, and diagnostic skills to investigate, analyze, and resolve technical issues efficiently.
• Demonstrated ability to communicate technical concepts to non‑technical users in both written and verbal forms.
• Proven ability to work independently and collaboratively in agile or cross‑functional teams.
• Excellent customer relationship‑building abilities.
• Quick learning ability—you’re comfortable picking up new tools, workflows, and platforms.
• A team‑oriented mindset, you work well with others, communicate clearly, and contribute positively.
• A service‑first attitude—you thrive in customer‑facing situations and enjoy helping people solve technical challenges.
• Authorization to work in the U.S.
• Ability to obtain and maintain a U.S. government Public Trust clearance.

• Experience supporting low‑code platforms and process/workflow automation in enterprise environments.
• Proficiency using Zen Desk to manage CS tickets and run reports.
• Familiarity with secure configuration, vulnerability remediation, and compliance best practices in federal contexts.
• Skill building clear runbooks and customer‑facing release/incident communications.

You’ll be part of a mission‑driven team where…