Customer support operations lead

Runs routing and harbor logistics software for Pacific shippers. Small teams, written interview rubrics, published pay bands.

Support here is an operations discipline. You will build the dashboards, the escalation playbook, and the feedback loop into engineering - then prove the loop works by watching repeat contact rate fall.

In this role you will: design queue triage and escalation rules; own help-center content and keep it current; build the weekly contact-driver analysis; coach the team on resolution quality.

Success in the first year: Escalations reach engineering with reproduction steps attached.

Interview process: Evidence questionnaire, work sample, panel interview. Decisions in 2 weeks.

The pay band for this role is published: $80,000 to $99,000 per year. This is a full-time role. Every listing on this board carries its range and its process up front.