greenhouse

User Support Lead

Figure

Napi Headquarters, USA

Lead · 5+ years experience

USD 120000-175000 / year

Discovered 1 weeks ago

Free

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Own the full user support function: strategy, day-to-day operations, tooling, and quality
Build and operate the support queue, ensuring inbound issues are answered, investigated, and resolved within response-time and satisfaction targets
Build the team: hire, onboard, coach, and manage support specialists as volume and scope grow
Design workflows that turn user reports into well-documented, reproducible, prioritized bug tickets for engineering
Build, configure, and continuously improve our support stack using platforms such as Sierra and Intercom, including AI agent flows, macros, and escalation paths
Create and maintain internal documentation, triage playbooks, and a self-serve knowledge base to deflect repeat issues
Define and report on key metrics for both support performance (CSAT, first response time, resolution time) and bug discovery (time to reproduction, escalation accuracy, defect signal quality)
Serve as the escalation point for complex, sensitive, or high-priority issues
Partner closely with engineering and product to triage findings, identify recurring pain points, and close the loop with affected users

5+ years of experience in user or customer support for a software product, including 2+ years building or leading a support team
Hands-on experience administering and optimizing modern support platforms such as Sierra, Intercom, or similar tools (e.g., Zendesk, Front, Ada)
Experience deploying and tuning AI-powered support agents, including flow design, guardrails, and escalation logic
Strong technical troubleshooting instincts: able to reproduce issues, isolate variables, and write bug reports engineers can act on immediately
Track record of building a support operation from scratch or scaling one significantly
Excellent written communication: clear, warm, and precise with users and internal teams alike
Strong analytical skills; comfortable using support data to drive decisions and report to leadership

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