Customer support operations lead

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

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: build the weekly contact-driver analysis; coach the team on resolution quality; 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: Evidence questionnaire, work sample, panel interview. Decisions in 2 weeks.

The pay band for this role is published: $91,000 to $112,000 per year. This is a full-time role. Every listing on this board carries its range and its process up front.