Senior Customer Support Lead

Findem is HR 2.0. We’re a fast-growth startup with an ambitious vision and the technology to back it up. Our People Intelligence platform uses AI and machine learning to provide critical solutions for talent acquisition and people analytics functions. With the deep insights that our platform provides, companies can build more engaged and diverse teams, and close their talent gaps faster. We have an amazing opportunity to establish ourselves as leaders in this space, and we need strong advocates to help us achieve that goal.

We’re backed by top-tier investors, including Wing Venture Capital—the same firm that backed Snowflake, Cohesity, and Gong. Findem powers businesses across scaling, pre-IPO, and publicly traded companies who trust us to solve their biggest HR and Talent challenges. We have an incredibly skilled and collaborative team that values curiosity, diversity, openness, and building great experiences every day for our customers. By joining Findem, you will have the unique opportunity to help define what the future of HR looks like for every business.

Summary: As a Senior Customer Support Lead, you will have the unique opportunity to shape the future of customer support at Findem. This dual role allows you to be both a hands-on, client-facing resource and a strategic thought partner in building the support function from the ground up. Acting as a true player/coach, you’ll troubleshoot and resolve complex customer issues, refine scalable workflows, and develop processes that enhance operational excellence. Additionally, you’ll collaborate cross-functionally with Product, Engineering, and Customer Success teams to expand Findem’s self-service resources and improve support workflows. Your contributions will directly empower customers, enhance team efficiency, and lay the foundation for a world-class support organization.

This is a hybrid role, and we prefer candidates located in the Bay Area who can work 2-3 days per week from our Redwood City office. However, we are open to considering remote candidates within the U.S. for the right fit.

Responsibilities:

- Front-Line SupportServe as the primary point of contact for support issues, providing timely and high-quality responses to customer inquiries.

- Investigate, troubleshoot, and resolve issues related to Findem’s platform, collaborating with Product Experts (PEs) and Engineering as needed.

- Leverage your deep technical expertise to provide accurate recommendations, ensuring customers feel supported and confident.Process Improvement and Team LeadershipCollaborate with the Support Team Leader to build the foundation for Findem’s Support function, helping to define team goals and aligning support strategies with Findem’s overall objectives.Serve as a key collaborator between Front-Line Support, Product Expert, and Engineering teams, ensuring efficient communication, effective escalations, and alignment on issue resolution.Develop and document scalable processes for ticket handling, escalation management, and knowledge sharing to drive operational excellence.Knowledge Management and Self-ServiceCollaborate with the Product and Customer Enablement teams to create, refine, and expand self-service resources, such as FAQs, knowledge base articles, and training resources, ensuring they address high-impact customer issues.Promote the use of Findem’s self-service resources, both internally with team members and externally with customers.Gather feedback from customer and internal interactions to continuously enhance the usability and effectiveness of Findem’s Support Center and Findem University.

Responsibilities

• Front-Line Support 
• Serve as the primary point of contact for support issues, providing timely and high-quality responses to customer inquiries.
• Investigate, troubleshoot, and resolve issues related to Findem’s platform, collaborating with Product Experts (PEs) and Engineering as needed.
• Leverage your deep technical expertise to provide accurate recommendations, ensuring customers feel supported and confident.
• Process Improvement and Team Leadership
• Collaborate with the Support Team Leader to build the foundation for Findem’s Support function, helping to define team goals and aligning support strategies with Findem’s overall objectives.
• Serve as a key collaborator between Front-Line Support, Product Expert, and Engineering teams, ensuring efficient communication, effective escalations, and alignment on issue resolution.
• Develop and document scalable processes for ticket handling, escalation management, and knowledge sharing to drive operational excellence.
• Knowledge Management and Self-Service
• Collaborate with the Product and Customer Enablement teams to create, refine, and expand self-service resources, such as FAQs, knowledge base articles, and training resources, ensuring they address high-impact customer issues.
• Promote the use of Findem’s self-service resources, both internally with team members and externally with customers.
• Gather feedback from customer and internal interactions to continuously enhance the usability and effectiveness of Findem’s Support Center and Findem University.

Qualifications

• Experience:
• 5–7 years of experience in customer support for a technical, SaaS, or HR technology product.
• Demonstrated ability to troubleshoot and resolve complex technical issues in a fast-paced environment.
• Previous experience leading or mentoring a support team is highly preferred.
• Technical Skills:
• Strong technical aptitude, with the ability to quickly learn and master new software platforms.
• Proficiency in Zendesk for customer support ticketing and JIRA for submitting and tracking issues with engineering teams.
• Ability to analyze API documentation, review error logs, and collaborate with engineering teams to troubleshoot technical issues.
• Soft Skills:
• Excellent communication and interpersonal skills, with a customer-first mindset.
• Proven ability to manage competing priorities and make data-driven decisions under pressure.
• A proactive, solution-oriented approach to identifying and solving operational challenges.
• Location:
• This is a hybrid role based in Redwood City, CA. While we welcome applications from remote candidates within the U.S., we prefer candidates located in the Bay Area who can work 2-3 days from our Redwood City office.

Benefits

• Competitive salary and performance-based bonuses.
• Comprehensive health, dental, and vision insurance.
• 401(k) retirement plan with company matching.
• Flexible working arrangements, including remote work options.
• Collaborative, inclusive work culture with opportunities for growth and development.