Replo
About this role
We're looking for someone to lead our Support team and improve how we help customers across the board. In this role, you'll manage our global team of agents while ensuring our support organization aligns with and drives toward our broader company goals.
Things you'll be working on
Optimizing endtoend support workflows in Pylon Designing differentiated support SLAs, response windows & touchpoints for Basic, Standard & Growth tiers Auditing ticket flows and redesigning macros, triggers & queues to drive support queue efficiencies Creating a structured tagging system to classify tickets by type (bugs, feature requests & escalations) Maintain shared dashboards and triage boards surfacing ticket trends, NPS feedback and highseverity incidents Deepening product mastery & technical debugging
Becoming an expert in debugging customer issues by developing a deep understanding in Replo technical internals Building up the teams ability to independently investigate, troubleshoot, and document solutions for complex technical issues Collaborating with Engineering and cross-functional teams (Product, Growth, Marketing) on bug reproduction, prioritization and backlog alignment Managing and scaling a global support team
Overseeing 9+ agents across Tier 1, Tier 2 & Billing for 24/7 chat support coverage Running shift planning, performance reviews & uniteconomics analysis Fostering cross-timezone collaboration, professional development, and accountability across the team Championing documentation and knowledge sharing
Auditing & optimizing help center articles, FAQs & internal runbooks for searchability & relevance Establishing agent feedback loops to spot gaps and prioritize new content Training the team on help center best practices and leveraging AI deflection to boost firstcontact resolution Looking for someone who Thrives with a strong ownership mentality in a resourceconstrained startup Brings 4+ years of handson experience optimizing support operations and tooling (Pylon, Zendesk, etc.) Demonstrates intellectual curiosity and solid debugging skills (HTML, JS, CSS) Communicates clearly and collaborates effectively with Product, Engineering, Growth & Marketing Thinks strategically about customer support as a lever for retention, upsell and cost savings Moves quickly-shipping improvements continuously rather than planning for weeks Values clean, maintainable processes, documentation and datadriven iteration Bonus points if you Have started a company or worked at an early-stage (Series A or earlier) startup previously Have an eye for visual design (or past experience in product design, Figma, etc)
We're looking for someone to lead our Support team and improve how we help customers across the board. In this role, you'll manage our global team of agents while ensuring our support organization aligns with and drives toward our broader company goals.
Things you'll be working on
Optimizing endtoend support workflows in Pylon Designing differentiated support SLAs, response windows & touchpoints for Basic, Standard & Growth tiers Auditing ticket flows and redesigning macros, triggers & queues to drive support queue efficiencies Creating a structured tagging system to classify tickets by type (bugs, feature requests & escalations) Maintain shared dashboards and triage boards surfacing ticket trends, NPS feedback and highseverity incidents Deepening product mastery & technical debugging
Becoming an expert in debugging customer issues by developing a deep understanding in Replo technical internals Building up the teams ability to independently investigate, troubleshoot, and document solutions for complex technical issues Collaborating with Engineering and cross-functional teams (Product, Growth, Marketing) on bug reproduction, prioritization and backlog alignment Managing and scaling a global support team
Overseeing 9+ agents across Tier 1, Tier 2 & Billing for 24/7 chat support coverage Running shift planning, performance reviews & uniteconomics analysis Fostering cross-timezone collaboration, professional development, and accountability across the team Championing documentation and knowledge sharing
Auditing & optimizing help center articles, FAQs & internal runbooks for searchability & relevance Establishing agent feedback loops to spot gaps and prioritize new content Training the team on help center best practices and leveraging AI deflection to boost firstcontact resolution Looking for someone who Thrives with a strong ownership mentality in a resourceconstrained startup Brings 4+ years of handson experience optimizing support operations and tooling (Pylon, Zendesk, etc.) Demonstrates intellectual curiosity and solid debugging skills (HTML, JS, CSS) Communicates clearly and collaborates effectively with Product, Engineering, Growth & Marketing Thinks strategically about customer support as a lever for retention, upsell and cost savings Moves quickly-shipping improvements continuously rather than planning for weeks Values clean, maintainable processes, documentation and datadriven iteration Bonus points if you Have started a company or worked at an early-stage (Series A or earlier) startup previously Have an eye for visual design (or past experience in product design, Figma, etc)