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Within is a Series B AI company ($91M raised, 7x growth YoY) building AI agents that discover how work actually happens across organizations, structure it into a living Context Graph, and continuously improve it. Customers include OpenAI, Google, DoorDash, and Stripe.
The Customer Support Lead role is a senior individual contributor position within the Customer Support organization, responsible for both personally handling complex customer issues and providing day-to-day leadership and guidance to Customer Support Executives. This is not a traditional management role but rather a high-impact IC position that combines hands-on expertise with mentorship and organizational improvement.
Key responsibilities include:
- Personally handling complex customer issues and escalations in an enterprise B2B SaaS environment
- Providing coaching and mentoring to support team members
- Conducting root-cause analysis to identify systemic opportunities for improvement
- Reducing recurring issues through better documentation, self-service capabilities, automation, and AI
- Collaborating cross-functionally with Product and Engineering teams
- Moving beyond reactive ticket resolution to proactive process improvement
- Demonstrating customer obsession and excellent communication
- Owning execution on support initiatives
The role requires someone with deep enterprise B2B SaaS support experience, complex troubleshooting expertise, and an orientation toward AI and automation. You should be comfortable with both individual contribution and team leadership, capable of identifying and implementing systemic improvements while maintaining high-quality customer interactions.
Requirements:
- Proven experience in enterprise B2B SaaS customer support
- Demonstrated ability in complex troubleshooting and escalation ownership
- Strong root-cause analysis and ticket prevention skills
- Experience with AI/automation in support contexts
- Coaching and mentoring capabilities
- Cross-functional collaboration experience
- Ownership mindset and execution focus
- Customer obsession and strong communication skills
