Customer Experience Lead

About CommentSoldCommentSold is America’s #1 live selling SaaS platform, helping creators turn their audiences into engaged communities and thriving businesses. With over 50 team members already based in India.Pop.store is the fastest-growing AI-native commerce platform for creators, enabling them to turn content into conversions across Instagram, TikTok, and YouTube. We empower creators and brands with cutting-edge tools to scale their commerce efforts through high-performing, creator-native content.In This Role, You Will:Become a product subject-matter-expert for one or more specifically assigned product(s) (i.e., Videeo for Shopify (VFS), PopshopLive (PSL), Pop.Store, or CommentSold Core), ensuring all product questions and escalations are resolvedAct as the point of escalation for major technical issues across the assigned productPrioritize critical issues, provide direction, and ensure appropriate internal and external support is delivered in a timely and effective mannerAct as point-of-contact for internal support questions and ensure timely resolution (Support Channel)Track and communicate product updatesChampion product changes for support based on support data; identify opportunities for product improvements and escalate appropriately to the Product team, including both internal and external requestsWork tickets; manage the bug escalation process for Customer Support — ensure all tickets are created correctly, followed up as necessary, and status updates are maintainedHost multiple weekly initial setup/onboarding webinars with new customers of the product, as requiredPrepare and present weekly reporting on your assigned product area, including key metrics, escalations, trends, customer feedback insights, and recommended action itemsIf You’re Right for This Role, You:Have 3+ years of experience as a customer support specialist in a technical product environment; live chat experience preferredHave experience building proactive support programs and collecting customer feedback to deliver exceptional customer serviceHave professional experience working with Product teams to deliver feedback and support needsHave demonstrated understanding of technical products and a technical support processHave experience with e-commerce, marketing technology, and/or SaaS (preferred)Have experience using helpdesk software and remote support tools such as Intercom and ZendeskHave demonstrated understanding of CRM systemsAre an excellent communicator with strong independent problem-solving skillsAre a strong team player who actively seeks feedback, adapts practices, and continuously learns and evolvesHave the ability to manage time, projects, stress, and conflict effectivelyHave experience in a remote-first role — not only have you done it, but you thrive in it

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