Senior Lead Customer Support

📋 Description

• • We're looking for a Senior Lead Customer Support to build and own Moxie's entire customer support organization — top to bottom.
• • This isn't a narrow function to inherit; it's a full-scope build spanning our AI-powered self-service layer, a new frontline support team you'll build from the ground up, and a clear model for how and when to leverage subject matter experts embedded across the business — all of which need to be unified under one tiered structure and one service standard.
• • You'll also be stepping into a strategic ownership role: designing the escalation lattice that connects self-service → frontline support → the right internal expert, owning the department budget, and setting the multi-year vision for a support org that's competitive with Moxie's peers.
• • The vision is that no Moxie practice ever has to wonder where to turn. This role exists to build a single front door — one place where any question, from any practice, gets a fast and helpful answer, and where nothing falls through the cracks.
• • Our objectives for the role
• • Own Moxie's support organization end-to-end — from Tier 0 AI-powered self-service (administered via Intercom/Fin) to a Tier 1 frontline team you'll develop and lead, through to subject matter experts across the business — unifying all of it under one tiered model and one service standard.
• • Design the escalation lattice in partnership with subject matter experts across the company: mapping what gets resolved through AI, what belongs to the core support team, and what escalates to a specialist — either automatically based on question type or after Tier 1 has already engaged.
• • Own Tier 2 SLA accountability: Tier 2 subject matter experts are embedded in their functional teams (Engineering, Implementation, etc.) but are accountable to agreed-upon SLAs for response time, resolution, and CSAT.
• • Train a new Tier 1 support team against a documented playbook you build.
• • Own and drive Moxie's core support metrics — CSAT, Tier 0 deflection rate, live chat response time, SLA adherence, and % of tickets resolved without reaching a PSM — establishing baselines, then ramping toward targets that are competitive with Moxie's peers.
• • Build a data-backed, multi-year vision for what "excellent support" looks like at Moxie, becoming the org's go-to authority and a "voice of the customer" partner to Product, Engineering, Marketing, and Sales.
• • We're looking for:
• • A track record of building or turning around a customer support organization end-to-end — not just managing an existing team, but designing the operating model itself.
• • Experience managing AI-assisted support tooling (e.g., Intercom/Fin or similar) and a clear point of view on where automation should and shouldn't own the resolution path.
• • Experience hiring, training, and managing offshore support teams, ideally including building a Tier 1 function.
• • Comfort operating in a dotted-line accountability model — driving SLA compliance and escalation behavior across teams you influence but don't directly manage.
• • Comfort translating support performance into metrics that resonate cross-functionally (CSAT, deflection, SLA adherence, response time).
• • A systems-building mindset: someone who'd rather design the right operating model than patch the current one, and who can operate with full autonomy in an early-stage, fast-moving environment.
• • Why Join Us?
• • This is a rare, full-scope build: an entire support organization — AI, concierge, reps, and a brand-new offshore team — yours to design and unify under one standard of excellence, not a function to inherit.
• • You'll be building the single front door for all Moxie practice support — a strategic company priority with real cross-functional reach and direct visibility to senior leadership.
• • Real cross-functional reach and a direct, visible line to a strategic company priority: freeing PSMs to focus on strategic practice partnership instead of firefighting.
• • Full ownership and autonomy in an early-stage environment moving from startup to scale-up.
• • At Moxie, we believe in creating a workplace where everyone feels valued, trusted, and included. Our team lives by our values: act as owners, give more than we take, move with speed and care, and simplify and learn every day.
• • We welcome people of all backgrounds, experiences, and perspectives to apply. If you require any accommodations to fully participate in the interview process, please let us know, we’re happy to assist.