🔹 Job Title: Customer Support Operations Lead
🔹 Company: PhillyTech.Co
🔹 Location: Philadelphia, Pennsylvania, United States (Remote OK)
🔹 Job Type: Full-time
🔹 Category: Customer Support, Operations
🔹 Date Posted: July 21, 2025
🔹 Experience Level: 2-5 years
🔹 Remote Status: Remote OK
Key aspects of this role include:
ASSUMPTION: This role requires a balance of responsive customer support and building support operations from the ground up. The ideal candidate will have experience in both areas and be comfortable in a fast-paced, entrepreneurial environment.
✅ Be the first line of defense for live customer issues via Intercom (chat, email, and occasional phone)
✅ Manage and optimize the Intercom setup: workflows, automations, AI assistant (Fin), and macros
✅ Improve support processes and documentation based on customer interactions
✅ Own key support KPIs like ticket resolution time, customer satisfaction, and responsiveness
✅ Act as a player-coach: lead by example while mentoring and growing a small team
✅ Collaborate cross-functionally with Product, Customer Success, and Engineering to escalate and resolve issues
ASSUMPTION: This role requires strong communication skills, adaptability, and resourcefulness to thrive in a fast-paced environment. The ideal candidate will be comfortable working in ambiguity and enjoy creating order out of chaos.
Education: Bachelor's degree in a relevant field or equivalent experience
Experience: 2-5+ years in a B2B SaaS support or support operations role, ideally in a startup or high-growth company
Required Skills:
Preferred Skills:
ASSUMPTION: Candidates with experience in both customer support and support operations will be highly sought after for this role. Additionally, experience with Intercom or similar software is a must-have for this position.
Salary Range: $80,000 - $90,000 per year (USD)
Benefits:
Working Hours: Full-time (40 hours per week) with flexible hours and remote work options
ASSUMPTION: The salary range provided is based on industry standards for a similar role in the Philadelphia area. Benefits are subject to change and may vary based on the company's policies.
Industry: B2B SaaS, Event Planning
Company Size: 11-50 employees (Small to Medium-sized company)
Founded: 2015
Company Description:
Company Specialties:
Company Website: www.saas-talent.com
ASSUMPTION: As a small to medium-sized company, PhillyTech.Co offers a collaborative team environment where each person's contributions directly impact the company's success. The company values accountability, an ownership mindset, and a data-driven approach.
Career Level: Mid-level to Senior
Reporting Structure: Reports directly to the CEO and works alongside the Director of Client Success
Work Arrangement: Remote OK with flexible hours
Growth Opportunities:
ASSUMPTION: This role offers significant growth potential as the company expands its customer base and doubles its team headcount. The ideal candidate will be eager to take on more responsibilities as the support function grows.
Office Type: Remote-friendly with occasional in-person meetups
Office Location(s): Philadelphia, Pennsylvania, United States
Geographic Context:
Work Schedule: Full-time (40 hours per week) with flexible hours and remote work options
ASSUMPTION: As a remote-friendly company, PhillyTech.Co offers flexible work arrangements to accommodate employees' needs and preferences. The company values work-life balance and provides opportunities for remote work and leadership advancement.
Typical Process:
Key Assessment Areas:
Application Tips:
ATS Keywords: Customer Support, B2B SaaS, Support Operations, Intercom, Process Improvement, Documentation, KPI Management, Team Leadership, Cross-Functional Collaboration, Communication, Adaptability, Resourcefulness, Mentoring, Hospitality, Events
ASSUMPTION: As a small to medium-sized company, PhillyTech.Co may have a less structured interview process than larger organizations. Candidates should be prepared to think on their feet and demonstrate their problem-solving skills throughout the interview process.
ASSUMPTION: The ideal candidate will have experience with Intercom or similar software and be comfortable learning new tools and technologies as needed.
Company Values:
Work Style:
Self-Assessment Questions:
ASSUMPTION: Candidates who are comfortable in ambiguity, adaptable, and resourceful will be a good fit for this role. Additionally, candidates should have a customer-first mentality and strong communication skills to excel in this position.
ASSUMPTION: The ideal candidate will be comfortable working in ambiguity, adaptable, and resourceful to overcome these potential challenges.
ASSUMPTION: Candidates should be aware that this role is unique in its combination of customer support and support operations responsibilities. They should be prepared to discuss their experience in both areas and how they've used it to drive success in previous roles.
ASSUMPTION: Candidates should be prepared to discuss their experience with similar projects and how they've used them to drive success in previous roles.
ASSUMPTION: Candidates should be prepared to ask thoughtful questions about the role, the company, and the team to demonstrate their interest and engagement in the interview process.
To apply for this position:
⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.