Senior Lead Customer Support

Job description

At Moxie, we empower ambitious aesthetic entrepreneurs to build profitable, independent practices—without burnout, overwhelm, or guesswork. In just a few years, we've grown from an idea to a global, remote-first team now supporting 700+ practices nationwide. Our purpose is simple: to unlock sustainable success for aesthetic entrepreneurs, at every stage of their journey. Senior Lead Customer Support We're looking for a Senior Lead Customer Support to build and own Moxie's entire customer support organization — top to bottom. This isn't a narrow function to inherit; it's a full-scope build spanning our AI-powered self-service layer, a new frontline support team you'll build from the ground up, and a clear model for how and when to leverage subject matter experts embedded across the business — all of which need to be unified under one tiered structure and one service standard. You'll also be stepping into a strategic ownership role: designing the escalation lattice that connects self-service → frontline support → the right internal expert, owning the department budget, and setting the multi-year vision for a support org that's competitive with Moxie's peers. The vision is that no Moxie practice ever has to wonder where to turn. This role exists to build a single front door — one place where any question, from any practice, gets a fast and helpful answer, and where nothing falls through the cracks. Our objectives for the role - Own Moxie's support organization end-to-end — from Tier 0 AI-powered self-service (administered via Intercom/Fin) to a Tier 1 frontline team you'll develop and lead, through to subject matter experts across the business — unifying all of it under one tiered model and one service standard. - Design the escalation lattice in partnership with subject matter experts across the company: mapping what gets resolved through AI, what belongs to the core support team, and what escalates to a specialist — either automatically based on question type or after Tier 1 has already engaged. This is one of the most strategic early deliverables of the role. - Own Tier 2 SLA accountability: Tier 2 subject matter experts are embedded in their functional teams (Engineering, Implementation, etc.) but are accountable to agreed-upon SLAs for response time, resolution, and CSAT. You'll track compliance, surface trends, and partner with functional managers to address gaps — without owning those teams directly. - Train a new Tier 1 support team against a documented playbook you build. - Own and drive Moxie's core support metrics — CSAT, Tier 0 deflection rate, live chat response time, SLA adherence, and % of tickets resolved without reaching a PSM — establishing baselines, then ramping toward targets that are competitive with Moxie's peers. - Build a data-backed, multi-year vision for what "excellent support" looks like at Moxie, becoming the org's go-to authority and a "voice of the customer" partner to Product, Engineering, Marketing, and Sales. We're looking for: - A track record of building or turning around a customer support organization end-to-end — not just managing an existing team, but designing the operating model itself. - Experience managing AI-assisted support tooling (e.g., Intercom/Fin or similar) and a clear point of view on where automation should and shouldn't own the resolution path. - Experience hiring, training, and managing offshore support teams, ideally including building a Tier 1 function. - Comfort operating in a dotted-line accountability model — driving SLA compliance and escalation behavior across teams you influence but don't directly manage. - Comfort translating support performance into metrics that resonate cross-functionally (CSAT, deflection, SLA adherence, response time). - A systems-building mindset: someone who'd rather design the right operating model than patch the current one, and who can operate with full autonomy in an early-stage, fast-moving environment. Why Join Us? - This is a rare, full-scope build: an entire support organization — AI, concierge, reps, and a brand-new offshore team — yours to design and unify under one standard of excellence, not a function to inherit. - You'll be building the single front door for all Moxie practice support — a strategic company priority with real cross-functional reach and direct visibility to senior leadership. - Real cross-functional reach and a direct, visible line to a strategic company priority: freeing PSMs to focus on strategic practice partnership instead of firefighting. - Full ownership and autonomy in an early-stage environment moving from startup to scale-up. At Moxie, we believe in creating a workplace where everyone feels valued, trusted, and included. Our team lives by our values: act as owners, give more than we take, move with speed and care, and simplify and learn every day. We welcome people of all backgrounds, experiences, and perspectives to apply. If you require any accommodations to fully participate in the interview process, please let us know, we’re happy to assist.