USASupport Lead
3 нед. назад
USALead
customer supportticketing systemsautomationknowledge base managementescalation management
Lead and build the customer support function, handling Tier 1 resolution and creating scalable support processes.
Обязанности
- Own Tier 1 resolution. Field the majority of inbound tickets (how-tos, account questions, feature requests, product feedback, common workflows) without escalation, holding first response and resolution to a high standard so customers get answers fast
- Deliver clean escalations. Escalate only when an issue is genuinely blocked and technical, and route it to the right team (Deployment Strategy, Customer Advocacy, Product/Engineering) on the first try, with a complete package: customer report, reproduction steps attempted, a hypothesis on where the issue lives, and relevant platform links. Protect the time of the people you escalate to.
- Turn support into intelligence. Spot recurring issues, confusion points, and feature gaps across the queue, and synthesize the patterns into a regular write-up for Product, Deployment Strategy, and Customer Advocacy, advocating for the fixes that would cut ticket volume or improve the customer experience
- Build infrastructure that scales beyond you. Expand our knowledge base with internal guides, FAQs, and troubleshooting flows, identify where customer-facing self-service is worth building, and implement macros, automations, and AI tooling that improve efficiency without sacrificing quality
- Lay the foundation for a team. Document the processes, playbooks, and quality standards a new hire could follow to support future onboardings
Требования
- Learns fast, builds faster. You develop platform fluency and operational independence quickly. You treat ambiguity as an invitation to figure things out, and you bias toward building systems, not just clearing queues
- Writes with clarity and warmth. You explain technical concepts in plain language and match your tone to the audience: crisp and efficient for a technical analyst, patient and reassuring for a less technical officer. Async written communication is your primary channel
- See the forest, not just the trees. You notice patterns across tickets, think in root causes, and proactively surface insights that make other teams smarter
- Meticulous and reliable. You follow through, keep tickets organized and documentation current, run clean handoffs, and signal early when a timeline is going to slip
- High empathy, no ego, deeply service-oriented. You listen for the customer's real problem, fold in feedback from across the org, and support teammates with energy
- Entrepreneurial ownership. You pick up the shovel on problems across the business, plan and execute with minimal prompting, and want to own a function rather than work a ticket list
Другое
- Backed by leading Silicon Valley investors, Peregrine helps public safety organizations, state and local and governments, federal agencies , and private-sector institutions address society’s challenges with unprecedented speed and accuracy. Our AI-enabled platform turns siloed and disconnected data into operational intelligence — instantly surfacing mission-critical information to empower better, faster decisions that improve outcomes at every touchpoint. Today Peregrine supports hundreds of customers across 30+ states and two countries, serving more than 125 million people — and we’re amplifying our impact as we expand into the enterprise and internationally.
- This is our first dedicated Support hire. You will own the front line of customer support and build the function from the ground up: the playbooks, the knowledge base, the automations, and the escalation standards that let Support scale past any one person. You are the through-line across tickets over time, the owner who makes sure priority issues do not get dropped in a handoff, and the person who turns what the support queue knows into intelligence for Product, Deployment Strategy, and Customer Advocacy.
- You will work async first, across a customer base that ranges from technical crime analysts to patrol officers. You will ensure the platform is supporting those who serve.
- Customers get fast, reliable answers: first response and resolution times beat industry benchmarks, and the majority of Tier 1 tickets resolve without escalation, with satisfaction holding at 95% or higher
- Deployment Strategists and Customer Advocates spend their time on core work instead of the support queue, trusting that every ticket is owned end to end
- Escalations reach Product, Engineering, Deployment Strategy, and Customer Advocacy clean enough to confirm and fix without re-diagnosing
- The bi-weekly support write-up is a trusted input to the product roadmap and to customer-health conversations
- The knowledge base and automations deflect a growing share of Tier 1 volume, so support scales without one-to-one headcount growth
- 2+ years in customer support, customer success, technical support, or a comparable customer-facing role, ideally for a technical SaaS product
- Comfort with ticketing and support tooling and with the data and workflow concepts behind a complex platform
- Experience standing up or restructuring a support function, including knowledge-base and automation work (a plus)
- Exposure to govtech, public safety, or other high-stakes, regulated customer environments
- Salary Range: $90,000 - $140,000 Annually + Benefits + Equity (if applicable) + Bonus (if applicable)
- Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific work location. Information on the benefits offered is here .
- is committed to creating an inclusive environment for all employees. We celebrate diversity and are a proud equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.