Customer Support Lead

📍 Location: Remote (Worldwide) 📅 Experience: 4+ years in SaaS Customer Support, Support Operations, or Customer Success Leadership

About iClosed

We're looking for the person who makes the support machine actually run. If it's not in ClickUp with an owner, a status, and an SLA, it didn't happen. Every ticket, every coaching note, every fix to the process — tracked, owned, on time. You don't watch a queue from the sidelines; you set the standard and hold the line on it. iClosed is a profit maximizer for high-ticket sales teams, helping them make more, much more by plugging in iClosed. We work with customers like Hyros.com, Iman Gadzhi, Whop, Instantly.ai, and thousands of users. Our product wins customers. What loses them is slow, inconsistent support when volume spikes. You're the person who keeps the team fast, sharp, and measured — for good. You own the numbers and the people behind them, and when the queue gets heavy or a DFY needs hands, you're in it. Player-coach, not spectator.

What You'll Own

Team Performance & KPIs

• Own team performance across SLA adherence, solve time, CSAT, backlog health, and escalation quality.
• Monitor trends, identify bottlenecks, and proactively address issues before they impact customers.
• Build weekly and monthly reporting that gives leadership visibility into support performance.
• Ensure every support metric has an owner, a process, and a plan for improvement.

Coaching & Team Development

• Coach and develop Support Agents and Experts through regular feedback, ticket reviews, and performance conversations.
• Run coaching cadences and performance reviews.
• Identify skill gaps and create plans to improve technical and customer-facing capabilities.
• Lead by example and maintain a high standard for customer interactions.

Support Operations & Process Ownership

• Own the support process end-to-end:
• Ticket workflows
• Statuses
• Macros
• Escalation paths
• Automations
• Queue management
• SLA management
• Ensure all work is tracked accurately in ClickUp and follows established operational standards.
• Continuously improve support efficiency and scalability.

AI, Knowledge Base & Deflection

• Own the freshness and effectiveness of Fin AI and the Knowledge Base alongside the Support Expert team.
• Identify recurring ticket themes and create documentation that reduces future support volume.
• Ensure AI responses remain accurate, current, and aligned with product updates.
• Measure and improve support deflection rates.

Operational Leadership

• Step into queues when volume spikes or customer situations require additional support.
• Support complex escalations, bugs, DFY requests, and operational challenges.
• Coordinate with Product, QA, Engineering, and Success teams on critical customer issues.
• Act as the escalation point for the support organization.

Who We're Looking For

Required

• 4+ years of experience in SaaS Customer Support, Customer Success, or Support Operations.
• Previous experience leading or mentoring support teams.
• Strong understanding of SLA-driven support environments.
• Experience building reports, dashboards, and operational processes.
• Strong knowledge of automation platforms such as Zapier, Make, and/or n8n.
• Experience troubleshooting CRM and workflow automation issues.
• Strong analytical skills with the ability to identify patterns and operational bottlenecks.
• Excellent written and verbal English communication.

Success in This Role

• Team SLA targets are consistently achieved.
• Solve times remain low as ticket volume grows.
• CSAT remains high and stable.
• Ticket backlogs are controlled and predictable.
• Fin AI and the Knowledge Base continuously improve ticket deflection.
• Team members consistently improve through coaching and development.
• Leadership has complete visibility into support performance.

Tools You'll Use

• Intercom
• iClosed CRM / Back Office
• ClickUp
• Slack
• Zoom
• Fathom
• Claude
• Zapier
• Make
• n8n
• Internal dashboards & reporting tools

What We Offer

• Work directly with the founding team.
• Fully remote environment.
• Flexible schedule.
• Competitive compensation.
• Performance-based bonus structure.
• Long-term leadership growth opportunities.
• Exposure to leading sales, CRM, AI, and automation technologies.

Why is this one different You're not a manager watching a queue. You're the keystone. You build the engine the whole support org runs on, the SLAs, the coaching, the process, and you own it. Nail it, and you grow into running the department, with equity as you climb.