Related skills
zendesk linear leadership sla csat📋 Description
- Build and lead a regional Premium Support team.
- Operate as player-coach, handling complex cases and mentoring.
- Own end-to-end Premium Support for Pro and Enterprise customers.
- Oversee daily Premium Support queue and SLAs across tiers.
- Lead escalation management; coordinate with Product and Engineering.
- Guide incident communications for Premium customers under pressure.
🎯 Requirements
- 5+ years in technical support with 2+ years in leadership.
- Experience supporting high-volume and high-touch enterprise customers.
- Proven ability to be a player-coach balancing hands-on support and leadership.
- Strong technical foundation in software development, systems, or DevOps.
- Experience in fast-moving, ambiguous environments.
- Experience managing support operations on Zendesk, Linear, or similar with SLA/escalation.
🎁 Benefits
- Competitive Salary & Equity
- 401(k) with a 4% match
- Health, Dental, Vision and Life Insurance
- Short Term and Long Term Disability
- Paid Parental, Medical, Caregiver Leave
- Commuter Benefits
Meet JobCopilot: Your Personal AI Job Hunter
Automatically Apply to Customer Support Jobs. Just set your
preferences and Job Copilot will do the rest — finding, filtering, and applying while you focus on what matters.
Help us maintain the quality of jobs posted on Empllo!
Is this position not a remote job?
Let us know!