Note: The job is a remote job and is open to candidates in USA. Moxie is empowering aesthetic entrepreneurs to build profitable practices through a remote-first team. They are seeking a Senior Lead Customer Support to build and manage the entire customer support organization, including AI-powered self-service and frontline support teams, while designing strategic escalation processes and ensuring high service standards.
Responsibilities
- 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. This is one of the most strategic early deliverables of the role
- 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. You'll track compliance, surface trends, and partner with functional managers to address gaps — without owning those teams directly
- 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
Skills
- 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
Company Overview