Support Lead

Job Title: Support LeadLocation: LATAM (Remote)Working Hours: Monday to Friday 9 am - 5 pm PSTCompensation: up to USD 2,000/monthAbout the Company:Our Client is a rapidly growing, venture-backed startup revolutionizing how logistics companies sell. They've doubled our ARR in the past three months, are on track to hit multi-million targets in the next year, and they have done it by staying lean, efficient, and relentlessly customer-focused.They are now looking for an experienced Support Lead — someone who can build and own the customer support function. This role is critical in ensuring that their customers not only succeed with our platform but also love the experience of working with us.What You’ll DoOwn the entire support experience for our SaaS product, mostly inbound customer tickets needing instructional support regarding the platformRespond to user inquiries across channels (email, Pylon, Slack, etc.) with accuracy, clarity, and urgencyTriage user inquiries to the right internal team (research, operations, data team)Develop scalable support processes, including help docs, ticket routing, internal FAQs, and feedback loops to the productTrack support metrics (CSAT, response time, issue types) and use data to guide prioritiesWork closely with the founders, ops, and product teams to triage issues, gather feedback, and improve product usabilityShape our support culture — empathetic, fast, and solution-orientedOption to grow into a team-building role, hiring and mentoring future support reps as we scaleWho You AreYou’ve done this before — 2–4+ years in B2B SaaS support, ideally in an early-stage or fast-growth environment, logistics industryYou’re obsessed with customer experience and thrive on solving real problems for real peopleYou’re highly organized and know how to create systems from scratchYou can write and speak exceptionally wellYou’re tech-savvy and comfortable navigating product backends, CRMs, bug trackers, and docsYou’ve worked with logistics, sales enablement, or ops-heavy toolsBonus if you’ve been in a sales role at a logistics company beforeYou’ll Love This Role If...You want to build the support function at a startup that already has tractionYou care more about solving customer problems than tickets per hourYou like being the bridge between customers, product, and engineeringYou want to work with smart, high-integrity people in a company that moves fast but values balance

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