Customer Support Operations Lead

As a Customer Support Operations Lead at Nagish, you will own all user-facing touchpoints – both proactive (Onboarding flows, automations, help content, AI implementation) and reactive (responses to customers, live support, etc). You’ll be responsible for making sure users feel heard, empowered, and genuinely love using our services. You’ll lead both support experiences and support operations, ensuring every process scales smoothly. From crafting seamless user journeys to providing unreasonable hospitality, you’ll be the voice of our users and the face of the company.

On a day to day, you will:

• Lead, manage, and scale the customer support function.
• Design and optimize support operations, including automation, reporting, and knowledge management.
• Triage and manage complex user issues while mentoring others on best practices
• Oversee and improve the use of support tools and platforms such as Intercom and customer.io
• Analyze support data to identify patterns, surface insights, and influence product decisions

• 5+ years of experience in customer support or customer support operations, including at least a year in a managerial or team lead role
• Proven experience managing support systems and processes (Intercom, Zendesk, Linear, Mixpanel, etc.)
• Excellent written and verbal communication skills, and the ability to explain complex technical concepts in simple terms.
• Strong technical orientation with the ability to quickly grasp complex systems.
• Ability to work independently and collaborate cross-functionally in a fast-moving environment
• Due to team collaboration needs, this role requires working hours aligned with the Eastern time zone. Candidates located in other time zones may not be considered at this time.
• The base salary range for this full-time position is $80,000 – $170,000 per year. Final compensation will be based on experience and qualifications.

Benefits:

😁 Work on a fulfilling life-changing product (Literally)

🗝️ Join as a key player at an early stage, and receive generous options

🏖 Unlimited time off and sick days

👯‍♂️ Annual company get-together

🩺 Medical, Dental, and Vision plans with FSA, HSA, and Telehealth benefits

About Us:

Nagish makes communication accessible for people who are Deaf or hard of hearing.

Our team is passionate about making the world more accessible using our state-of-the-art tech - made for consumers and enterprises.

We are backed by some of the best investors out there: Comcast, Techstars, Vertex, Precursor, Contour, Cardumen, and more.