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Moxie is seeking a Senior Lead of Customer Support to build and own the entire customer support organization from the ground up. This is a full-scope build spanning an AI-powered self-service layer (Intercom/Fin), a new frontline support team you'll hire and train, and a tiered escalation model connecting self-service to subject matter experts across the business.
Key responsibilities include:
- Own the end-to-end support organization: design and unify Tier 0 (AI self-service), Tier 1 (frontline team you'll build), and Tier 2 (subject matter experts embedded in functional teams) under one service standard.
- Design the escalation lattice in partnership with cross-functional leaders, mapping what gets resolved by AI, what belongs to the core support team, and what escalates to specialists.
- Establish and track SLA accountability for Tier 2 subject matter experts (response time, resolution, CSAT) without directly managing those teams—a dotted-line accountability model.
- Build and train a new Tier 1 support team against a documented playbook you create.
- Own core support metrics: CSAT, Tier 0 deflection rate, live chat response time, SLA adherence, and % of tickets resolved without escalation to PSMs. Establish baselines and drive toward competitive targets.
- Develop a multi-year vision for "excellent support" at Moxie, becoming the voice of the customer to Product, Engineering, Marketing, and Sales.
You'll need a track record of building or turning around support organizations end-to-end (not just managing existing teams), experience with AI-assisted support tools, proven success hiring and managing offshore support teams, comfort with dotted-line accountability models, and a systems-building mindset. This is a strategic, high-visibility role with full autonomy in a fast-moving, early-stage environment scaling toward maturity.
