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 DoOwn 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