Support Lead

Job Title: Support Lead
Location: LATAM (Remote)

Working Hours: Monday to Friday 9 am - 5 pm PST
Compensation: up to USD 2,000/month

About 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 Do

• Own the entire support experience for our SaaS product, mostly inbound customer tickets needing instructional support regarding the platform

  Respond to user inquiries across channels (email, Pylon, Slack, etc.) with accuracy, clarity, and urgency

  Triage 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 product

  Track support metrics (CSAT, response time, issue types) and use data to guide priorities

  Work closely with the founders, ops, and product teams to triage issues, gather feedback, and improve product usability

  Shape our support culture — empathetic, fast, and solution-oriented

  Option to grow into a team-building role, hiring and mentoring future support reps as we scale

• You’ve done this before — 2–4+ years in B2B SaaS support, ideally in an early-stage or fast-growth environment, logistics industry

  You’re obsessed with customer experience and thrive on solving real problems for real people

  You’re highly organized and know how to create systems from scratch

  You can write and speak exceptionally well

  You’re tech-savvy and comfortable navigating product backends, CRMs, bug trackers, and docs

  You’ve worked with logistics, sales enablement, or ops-heavy tools

  Bonus if you’ve been in a sales role at a logistics company before

• You want to build the support function at a startup that already has traction

  You care more about solving customer problems than tickets per hour

  You like being the bridge between customers, product, and engineering

  You want to work with smart, high-integrity people in a company that moves fast but values balance