Founding Customer Success & Support Lead (WFH)

About the job:

I wrote this with help of AI, but trust me it was a thoughtful prompt ...

We are a proudly bootstrapped, profitable SaaS company going towards a million in recurring revenue. Our growth is driven by a self-serve funnel with low-touch human demos and sales. We are growing fast, but we refuse to build a bloated corporate structure. Instead, we hire 'managers of one'outcome-driven owners who don't need to be micromanaged on a task basis.

The Role

We are looking for our foundational Customer Success & Support Lead. You will completely own the customer relationship post-signup. Your mission boils down to two primary objectives:

1.Onboard new customers to help them get to value quickly.

2.Invest deeply in long-term customer success and retention.

You will be the voice, face, and ultimate advocate for our users. We dont want someone who just clears support tickets. We want someone who owns the customer experience end-to-end.

What You Will Own (The Outcomes)

+ Omnichannel Support & Success: Be the reliable, always-on presence for our customers. You'll manage live chat, reply to tickets, jump on phone calls, and run video meetings to ensure no customer is left blocked.

+ Frictionless Onboarding: Design and execute customer flows that guide new signups to their 'Aha!' moment as quickly as possible.

+ Customer Advocacy (The 'Product Eye'): Act as the feedback loop between users and the product team. You will identify where users get stuck and heavily influence our product roadmap based on those insights.

+ Documentation & Education: Build out our self-serve resources. You will write and maintain Helpdesk articles, update support webpages, and record basic, highly effective 'how-to' videos.

Who You Are

+ Outcome-Driven: You dont wait for a list of tasks. You look at the goal ('improve onboarding completion by 20%'), figure out what needs to be done, and execute.

+ Uncomfortably Empathetic: You have extreme customer empathy. In fact, you must be so fiercely protective of the user experience that you regularly embarrass management and the product team for shipping anything less than intuitive.

+ Deeply Tech-Savvy: You understand technology and software intuitively. When something breaks or a customer has a complex setup, you can poke around, troubleshoot, and figure it out independently.

+ Patient & Resilient: You can absorb a frustrated customer's stress, de-escalate the situation, and turn a negative experience into a massive win. You never lose your cool.

Why Join Us?

As a bootstrapped company, we offer autonomy that venture-backed startups can't. You won't be a cog in a massive support machine; you will be the architect of our entire Customer Success department. If you want to build processes from the ground up, have a direct line to the founders, and visibly impact our path from to $1M ARR and beyond, this is the place to do it.

To Apply:

Send us a short video explaining a time you advocated for a customer, along with your resume/LinkedIn.

And here's a gem for getting down here (thanks for your time).. In the video above tell me something about OneTap that you think bothers our current customers AND a small onboarding video for a specific feature in the app.

Who can apply:

Only those candidates can apply who:

have minimum -1 years of experience

Salary:

Competitive salary

Deadline:

2035-01-01 00:00:00