Description
The User Support Lead will build, operate, and scale an end-to-end support function for an internal software application. The role owns support strategy, queue operations, staffing, tooling, documentation, metrics, escalation, and bug triage, with a focus on converting user reports into reproducible, prioritized engineering tickets. The lead will administer platforms such as Sierra and Intercom, deploy AI-powered support agents, partner with engineering and product, and improve support quality and product feedback loops.
