11,929 Support Lead jobs in the United States
Help Desk Support Lead
Posted 2 days ago
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Help Desk Support Lead
Belong. Connect. Grow. with KBR!
KBR's National Security Solutions team provides high-end engineering and advanced technology solutions to our customers in the intelligence and national security communities. In this position, your work will have a profound impact on the country's most critical role - protecting our national security.
Help Desk Support Lead - Gravity DevSecOps Pipeline (Top Secret Clearance)
KBR is seeking an experienced Help Desk Support Lead to provide hands-on leadership and oversight of help desk operations for the Gravity DevSecOps Pipeline , supporting U.S. Space Force and Department of Defense (DoD) missions. As the Help Desk Support Lead, you will manage daily technical support activities, resolve complex technical issues, and ensure smooth operation of the pipeline's CI/CD processes. This role requires a deep understanding of IT support and DevSecOps practices, with a focus on ensuring system reliability and security for mission-critical operations.
Why Join Us?
+ Innovative Projects : At KBR , you'll be working on cutting-edge projects that support the U.S. Space Force's most mission-critical operations. Our team is pushing the boundaries of DevSecOps with state-of-the-art CI/CD pipelines, cloud-native architectures, containerization using Kubernetes, and advanced automation tools like Terraform and Ansible. You'll be contributing to systems designed for real-time satellite communication, space domain awareness, and defense technology that are revolutionizing the future of space operations.
+ Collaborative Environment : KBR fosters a dynamic and collaborative atmosphere where cross-functional teams of product manager, engineers, developers, and defense experts work in unison. We practice Agile and DevSecOps principles, ensuring rapid iteration, continuous feedback, and integration across all projects. Our team is passionate, forward-thinking, and united by a mission-first mindset that encourages knowledge sharing, innovation, and problem-solving at every level.
+ Impactful Work : Your work here won't just be limited to software development-it will directly support the Space Force in securing national defense assets and advancing space technology. By supporting KBR initiatives, you'll be at the forefront of innovations that safeguard satellites, enhance space situational awareness, and strengthen U.S. space dominance. Your contributions will have real-world impacts, from improving software resilience to enhancing global communications and security operations in space.
Key Responsibilities :
+ L ead the day-to-day activities of the help desk team, ensuring timely resolution of user issues and escalations.
+ Serve as the primary point of contact for complex technical issues, troubleshooting system, network, and software problems in the Gravity DevSecOps Pipeline.
+ Provide guidance and mentorship to junior support staff, helping them develop skills and improve performance.
+ Manage and respond to all support tickets related to the Gravity pipeline infrastructure, CI/CD tools, and system performance.
+ Ensure uptime and performance of critical systems, including development environments, container platforms (e.g., Docker, Kubernetes), and cloud services.
+ Diagnose and resolve network, server, or software issues, working with development and security teams to ensure mission continuity.
+ Oversee help desk workflows, ensuring adherence to service level agreements (SLAs) and key performance indicators (KPIs) such as response time and resolution rates.
+ Continuously identify areas for process improvement, automating common support tasks and implementing best practices for efficiency.
+ Assist in the development and maintenance of internal documentation, including troubleshooting guides, procedures, and knowledge base articles.
+ Collaborate with DevOps engineers, developers, and system administrators to ensure effective issue resolution and minimal disruption to development processes.
+ Communicate updates and incident reports to stakeholders, including status updates on ongoing issues or planned maintenance activities.
+ Act as a liaison between help desk staff and upper management to ensure alignment with project goals and priorities.
+ Ensure compliance with all DoD security policies, including adherence to Security Technical Implementation Guides (STIGs) and other government-mandated protocols.
+ Coordinate with the security team to manage security incidents, apply patches, and implement security configurations as required .
+ Maintain the integrity and confidentiality of classified information handled within the help desk environment.
Work Environment:
+ On-site support may be required at military installations or secure facilities.
+ May involve working on highly sensitive and classified projects, requiring adherence to strict security protocols.
Qualification:
Required:
+ Bachelor's degree in Information Technology , Computer Science, or a related field (or equivalent experience).
+ 4 + years of experience in IT support or help desk roles, with at least 1-2 years in a lead or supervisory position.
+ Hands-on experience supporting DevSecOps pipelines, CI/CD tools (e.g., Jenkins, GitLab, Kubernetes), and cloud platforms (e.g., AWS, Azure, Google Cloud).
+ Strong knowledge of Linux/Unix , Mac and Windows environments, including system administration and network troubleshooting.
+ Familiarity with configuration management and automation tools such as Ansible, Terraform, or Chef.
+ Excellent leadership and team collaboration abilities.
+ Strong technical troubleshooting and problem-solving skills in complex IT environments.
+ Effective communication skills to interact with both technical and non-technical personnel.
+ Ability to prioritize multiple tasks, work under pressure, and resolve issues in a timely manner.
+ Commitment to security best practices and ensuring compliance with strict DoD protocols.
+ U.S. citizenship and active Top Secret security clearance.
Desired :
+ Experience supporting DoD or Space Force operations in a DevSecOps environment.
+ Familiarity with DoD cybersecurity compliance frameworks such as RMF, STIGs, and NIST standards.
+ Certifications such as CompTIA Security+, ITIL, or AWS Certified SysOps Administrator.
+ Basic Compensations :
Salary 6 5 - 8 5K
The offered rate will be based on the selected candidate's knowledge, skills, abilities and/or experience and in consideration of internal parity.
Additional Compensation:
KBR may offer bonuses, commissions, or other forms of compensation to certain job titles or levels, per internal policy or contractual designation. Additional compensation may be in the form of sign on bonus, relocation benefits, short term incentives, long term incentives, or discretionary payments for exceptional performance.
Ready to Make a Difference ?
Close with a strong call to action, encouraging potential candidates to apply and highlighting the opportunity to make a significant impact in the role.
KBR Benefits:
KBR offers a selection of competitive lifestyle benefits which could include 401K plan with company match, medical, dental, vision, life insurance, AD&D, flexible spending account, disability, paid time off, or flexible work schedule. We support career advancement through professional training and development.
Inclusion and Diversity at KBR:
At KBR, we are passionate about our people, sustainability, and our Zero Harm culture. These inform all that we do and are at the heart of our commitment to, and ongoing journey toward being a more inclusive and diverse company. That commitment is central to our team of team's philosophy and fosters an environment of real collaboration across cultures and locations. Our individual differences and perspectives bring enhanced value to our teams and help us develop solutions for the most challenging problems. We understand that by embracing those differences and working together, we are more innovative, more resilient.
INCLUSION AND DIVERSITY AT KBR
A t KBR, we are passionate about our people, sustainability, and our Zero Harm culture.
These inform all that we do and are at the heart of our commitment to, and ongoing journey toward being a more inclusive and diverse company. That commitment is central to our team of team's philosophy and fosters an environment of real collaboration across cultures and locations. Our individual differences and perspectives bring enhanced value to our teams and help us develop solutions for the most challenging problems. We understand that by embracing those differences and working together, we are more innovative, more resilient, and safer.
KBR is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, disability, sex, sexual orientation, gender identity or expression, age, national origin, veteran status, genetic information, union status and/or beliefs, or any other characteristic protected by federal, state, or local law.
Customer Support Lead
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Venn is a fast-growing technology company transforming the relationship between renters and multifamily operators. Our platform seamlessly connects every aspect of apartment livingrent payments, events, services, maintenance, and community engagementcreating a lifestyle co-pilot for residents and an engagement engine for operators.
By leveraging resident behavioral data, Venn delivers personalized experiences at scale, driving long-term loyalty and unlocking new revenue opportunities. We're trusted by industry leaders like Related Companies and Bozzuto and backed by top talent from companies like Fiverr, Kaltura, and Sonos, alongside seasoned real estate veterans.
Our vision? By 2025, Venn will be the fastest-growing Resident Operating System, powering 500,000 unitsscaling to 2 million by 2026. We're not just building software; we're redefining how people experience home.
About the RoleWe're looking for a strategic and hands-on Customer Support Lead to be our first dedicated hire in Support. You'll own the design and execution of our customer support function, building scalable processes, implementing modern systems, and setting the foundation for a best-in-class experience. You'll also own advanced support, handling complex technical tickets and escalations directly. This role is ideal for someone who thrives at both the operational and execution levels, ensuring customers receive timely, effective, and empathetic support while laying the foundation for scale.
What You'll Do- Design and execute the support strategy, aligning with company goals and customer needs.
- Build scalable processes, policies, and workflows that ensure consistent, high-quality support.
- Implement and manage support systems and tools, including an AI chatbot to handle tier 1 support and deflect tickets.
- Manage and optimize relationships with our BPO partner, ensuring strong performance against SLAs and KPIs.
- Own advanced/technical support: personally manage escalated or complex tickets, troubleshoot technical issues, and work directly with Product and Engineering to resolve them.
- Define and track key metrics (e.g., % tickets deflected, CSAT, response time, resolution time) to measure success and drive continuous improvement.
- Partner with Product, Engineering, and Customer Success to establish feedback loops that improve the customer experience.
- Develop and maintain clear documentation, FAQs, and knowledge bases to empower customers and reduce ticket volume.
- Represent the voice of the customer internally, advocating for their needs across the business.
- Manage support operations budgets, vendor relationships, and technology platforms.
- 5+ years of experience in customer support at a SaaS or technology company, with proven success building and scaling support processes.
- Strong technical aptitude with hands-on experience managing advanced/complex support cases (e.g., API troubleshooting, integrations, data or system issues, debugging).
- Start-up experience is highly preferred.
- Background in support operations, systems implementation, and vendor/BPO management.
- Experience implementing or leveraging AI solutions for support is a strong plus.
- Deep knowledge of support metrics, analytics, and reporting.
- Familiarity with modern support tools, CRMs, and automation.
- Exceptional communication and collaboration skills, with the ability to influence cross-functional partners.
- Customer-obsessed, solutions-oriented, and passionate about creating excellent experiences.
- Based in New York.
This role is hybrid (3 days/week in our cozy NYC office). For New York-based candidates, this position has an estimated annual salary range of $110,000 to $120,000, plus benefits and opportunities for equity. Actual compensation packages are based on a wide array of factors unique to each candidate, including but not limited to demonstrated skill set, years and depth of relevant experience, and some role-dependent factors such as certifications. We welcome direct conversations with each candidate about compensation in all of our initial calls.
Customer Support Lead
Posted 1 day ago
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Mercury is building a complete finance stack for startups. Since we launched Mercury in 2019, our customer base has grown to over 200,000 startups and small businesses from all around the world. With growth comes the need to ensure our customer experience is top of mind even in the most challenging scenarios.
We're working to build something like magic for a really wide range of startup businesses. A key piece of the magic we've built thus far has been smart, product-driven support, and we're looking to bring on a strategic, thoughtful Team Lead to help us continuously augment our support experience as we scale quickly.
You'll focus on managing your own small (~6-8 people) cohort of support people, while working on impactful projects to improve the efficiency and effectiveness of the support team (~65 people) as a whole. You'll also be working closely with our engineering, design, business operations, and compliance teams to improve our product and general customer-facing processes.
You'll need to understand how our products and internal teams work in detail. Banking* has a lot of moving pieces, so this is harder than it might seem. Finding efficient, elegant solutions for problems stemming from the oft-convoluted U.S. financial system isn't always easy, but if you're good at your job, our users will never know it.
*Mercury is a financial technology company, not a bank. Banking services provided through Choice Financial Group, Column N.A., and Evolve Bank & Trust; Members FDIC.
Your Role:- Lead & Develop: Hire, mentor, and manage a customer support team that excels in product knowledge, user support, and the US banking system
- Performance Management: Own team performance management by setting clear goals, tracking key metrics, and driving continuous improvement on the team
- Growth & Development: Foster a culture of continuous learning and professional growth within your team, providing regular feedback and coaching
- Process Improvement: Refine and evolve our support processes, building workflows that drive efficiency and effectiveness across the organization
- Cross-Functional Collaboration: Work with engineering, product, and banking partners to resolve complex issues, improve our product based on Customer Support interactions, and implement changes that make for a better customer experience
- Customer Advocacy: Champion our customers by advocating for their needs with data-driven insights and compelling narratives
- Hands-On Leadership: Be ready to dive into tickets alongside your team during peak times or critical issues, be a sounding board for escalations and help wherever the team needs as a leader on the front-lines
- 2+ years of experience leading customer support or other user-facing teams, preferably in high-growth technology companies
- Expertise in adding structure for support teams growing quickly
- Enjoy teaching and mentoring others on how to become really skilled at support
- Feel highly confident working with tickets that deal with API issues, banking system errors, or other problems of a fairly technical nature, as well as have previous experience partnering cross functionally with engineering and product teams
- Comfortability navigating data visualization tools (Tableau, Looker, Metabase, etc.)
- Can execute complex operational projects that affect multiple teams
- Consistently exercise empathy while helping entrepreneurs build successful businesses.
- Can break down hard problems into clear, understandable pieces, and excel at using data to drive decisions (even when the data is not perfect)
- Always question the first answer, and enjoy going levels deeper to find all the edge cases
- Show rigor when designing new processes, and put a high bar on the quality of your work
- Exercise creativity while working within difficult constraints
The total rewards package at Mercury includes base salary, equity (stock options), and benefits.
Our salary and equity ranges are highly competitive within the SaaS and fintech industry and are updated regularly using the most reliable compensation survey data for our industry. New hire offers are made based on a candidate's experience, expertise, geographic location, and internal pay equity relative to peers.
Our target new hire base salary ranges for this role are the following:- US employees in New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $115,400 - $29,800 USD
- US employees outside of New York City, Los Angeles, Seattle, or the San Francisco Bay Area: 103,900 - 116,800 USD
Mercury values diversity & belonging and is proud to be an Equal Employment Opportunity employer. All individuals seeking employment at Mercury are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation, or any other legally protected characteristic. We are committed to providing reasonable accommodations throughout the recruitment process for applicants with disabilities or special needs. If you need assistance, or an accommodation, please let your recruiter know once you are contacted about a role.
We use Covey as part of our hiring and / or promotional process for jobs in NYC and certain features may qualify it as an AEDT. As part of the evaluation process we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound on January 22, 2024. Please see the independent bias audit report covering our use of Covey here.
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Customer Support Lead
Posted 1 day ago
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Location: San Francisco, CA (Hybrid 3 days on-site, 2 remote) Employment Type: Full-time Reports To: Sr. Customer Success Manager
About Radius AgentRadius Agent is a modern real estate platform transforming how agents, brokerages, and clients connect and succeed. With a tech-forward approach and a people-first culture, we empower real estate professionals with the tools, support, and community they need to grow their business. We're scaling quickly and looking for team members who are driven, collaborative, and excited to bridge the gap between customer needs and innovative product solutions.
Role OverviewAs our Customer Support Lead, you'll build and oversee our customer support function from the ground up. This is both a strategic and hands-on role where you'll lead a small team, manage workflows, and elevate the agent experience through thoughtful support and enablement. You'll train and optimize our AI assistant (Mel), deliver live product demos, and ensure that customer feedback translates into actionable product improvements.
The ideal candidate is relationship-driven, tech-forward, and passionate about helping customers succeed. You'll thrive at the intersection of people and product ensuring support is seamless while empowering our agents to fully leverage Radius Agent's tools.
ResponsibilitiesTeam Leadership & Support Management
Lead, coach, and inspire the customer support team to consistently deliver high-quality service.
Develop onboarding, training, and workflow materials to streamline support operations.
Ensure response time and resolution targets are met across all channels.
AI Training & Documentation
Train and refine Mel, our internal AI assistant, to resolve tickets effectively.
Maintain and expand internal and customer-facing knowledge base content.
Product Demos & Enablement
Conduct live product walkthroughs and demos for agents and internal teams.
Partner with Sales and Customer Success to support agent adoption and enablement.
Support Operations & Escalations
Manage the support queue, triage incoming tickets, and handle escalations.
Monitor patterns in inquiries and ensure consistent, high-quality support.
Customer Insights & Product Collaboration
Surface recurring product issues and trends to the Product team.
Help prioritize product improvements based on customer impact.
3+ years in technical support, customer success, or onboarding ideally in SaaS or a tech-forward environment.
Experience delivering live demos, onboarding sessions, or product walkthroughs.
Strong communication and presentation skills with a customer-first mindset.
Prior experience leading or mentoring a support team.
Technically curious; quick to learn new platforms and explain them simply.
Familiarity with tools like Intercom, Confluence, and HubSpot.
Highly organized, responsive, and adaptable in a fast-paced environment.
Experience training or optimizing AI tools for support workflows.
Background in real estate tech, agent platforms, or customer-facing SaaS.
Confidence using tools like Notion, Loom, or Google Meet for training and education.
Salary Range:
-
$85,000 $5,000 (entry-level range for smaller markets)
100,000 115,000 (typical range)
120,000 125,000 (high-cost markets or advanced AI support expertise)
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Health, dental, and vision coverage with up to 85% employer contribution for employees and 50% for dependents
PTO accrual system with generous paid time off
Paid holidays, including floating holidays
401(k) with company match
Equity options
Hybrid schedule (3 days on-site in San Francisco)
Career growth opportunities in a fast-scaling company
Customer Support Lead
Posted today
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- Leading, mentoring, and motivating a team of customer support specialists.
- Setting performance standards and conducting regular evaluations for the support team.
- Handling and resolving complex customer escalations in a timely and professional manner.
- Developing and implementing efficient support processes and workflows.
- Training new team members and providing ongoing coaching to existing staff.
- Monitoring key support metrics (e.g., response time, resolution time, customer satisfaction) and identifying areas for improvement.
- Collaborating with Product and Engineering teams to identify and resolve product-related issues.
- Contributing to the creation and maintenance of knowledge base articles and support documentation.
- Ensuring consistent and high-quality customer service across all support channels.
- Gathering customer feedback and insights to inform product and service enhancements.
Customer Support Lead
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Customer Support Lead
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Customer Support Lead
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- Lead and mentor a team of customer support representatives
- Oversee daily support operations and manage ticket queues
- Ensure prompt and accurate responses to customer inquiries via phone, email, and chat
- Resolve complex customer issues and escalate when necessary
- Develop and maintain comprehensive support documentation and knowledge base articles
- Identify and implement process improvements to enhance efficiency and customer satisfaction
- Train and onboard new support agents
- Monitor key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction scores
- Collaborate with other departments to address customer feedback and product issues
- Provide regular performance feedback and coaching to team members
- Champion a customer-centric culture within the support team
- Associate's or Bachelor's degree preferred
- Minimum of 4 years of experience in customer support, with at least 2 years in a lead or supervisory role
- Proven experience managing a support team and driving performance
- Excellent verbal and written communication skills
- Strong problem-solving and conflict-resolution abilities
- Proficiency with customer support software and CRM systems
- Ability to train and motivate team members
- Customer-focused mindset with a passion for service excellence
- Strong organizational and time management skills
- Ability to work effectively in a fast-paced environment
Customer Support Lead
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Customer Support Lead
Posted 4 days ago
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