Lead Customer Support Specialist
Listed on 2026-02-24
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IT/Tech
Technical Support, HelpDesk/Support -
Customer Service/HelpDesk
Technical Support, HelpDesk/Support
This role is critical to the organization as it involves managing the customer support hotline for a small but important customer base. The Lead Customer Support Specialist will troubleshoot technical issues, prioritize development hours for bug tickets, and ensure timely resolution of customer concerns.
In addition to reactive support, this role will proactively drive customer adoption of the platform — leading product demos, guiding onboarding, and helping customers effectively leverage API integrations and data workflows.
The position requires a friendly and approachable individual with a nominally technical background, capable of collaborating with the development team and supporting backend operations. Familiarity with tools like Git Hub, Linear, Intercom, and Slack is essential.
What the right candidate will enjoy:- Working in a collaborative and youthful team environment
- Opportunities to manage and work closely with developers
- Competitive salary with bonus potential
- 1–3 years in technical support, customer success, QA, or customer onboarding at a software company
- An understanding of computer science fundamentals and coding
- Experience troubleshooting technical issues and resolving customer concerns
- Experience leading product demos and guiding customer onboarding
- Exposure to APIs and data workflows
- Familiarity with tools like Git Hub, Linear, Intercom, and Slack
- Strong written communication skills with the ability to clearly explain technical concepts and navigate tough conversations
- Background in business analytics or similar field (preferred)
- Manage the customer support hotline and ensure accessibility for customers
- Proactively drive customer adoption through demos, onboarding guidance, and ongoing engagement
- Support customers with API integrations and data workflows
- Troubleshoot and resolve technical issues, including bugs and unexpected system behavior
- Prioritize development hours for bug tickets based on customer needs
- Collaborate closely with the development team to support backend operations
- Ensure critical customer needs are met within tight deadlines
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