Customer support operations lead

Builds storefront software for independent retailers. Design-system discipline, quarterly pay-band reviews, no surprise rounds.

This role owns the machinery behind support, not just the inbox. You design the triage rules, measure resolution quality (not just speed), and turn repeat contacts into product fixes.

In this role you will: design queue triage and escalation rules; own help-center content and keep it current; negotiate SLAs with engineering for known issues; run post-incident support reviews.

Success in the first year: Repeat contact rate drops quarter over quarter.

Interview process: Code sample, paired debugging, manager interview. Decisions in 3 weeks.

The pay band for this role is published: $78,000 to $97,000 per year. This is a full-time role. Every listing on this board carries its range and its process up front.