Senior Customer Support Lead, Findem
$90-110k
+ performance-based bonuses
More information about location
AI-powered talent acquisition
Job no longer available
AI-powered talent acquisition
101-200 employees
Job no longer available
$90-110k
+ performance-based bonuses
More information about location
101-200 employees
Company mission
To empower talent teams with everything they need to make informed, unbiased choices that support team growth and business success.
Role
Who you are
- 5–7 years of experience in customer support for a technical, SaaS, or HR technology product
- Demonstrated ability to troubleshoot and resolve complex technical issues in a fast-paced environment
- Previous experience leading or mentoring a support team is highly preferred
- Strong technical aptitude, with the ability to quickly learn and master new software platforms
- Proficiency in Zendesk for customer support ticketing and JIRA for submitting and tracking issues with engineering teams
- Ability to analyze API documentation, review error logs, and collaborate with engineering teams to troubleshoot technical issues
- Excellent communication and interpersonal skills, with a customer-first mindset
- Proven ability to manage competing priorities and make data-driven decisions under pressure
- A proactive, solution-oriented approach to identifying and solving operational challenges
What the job involves
- As a Senior Customer Support Lead, you will have the unique opportunity to shape the future of customer support at Findem
- This dual role allows you to be both a hands-on, client-facing resource and a strategic thought partner in building the support function from the ground up
- Acting as a true player/coach, you’ll troubleshoot and resolve complex customer issues, refine scalable workflows, and develop processes that enhance operational excellence
- Additionally, you’ll collaborate cross-functionally with Product, Engineering, and Customer Success teams to expand Findem’s self-service resources and improve support workflows
- Your contributions will directly empower customers, enhance team efficiency, and lay the foundation for a world-class support organization
- Serve as the primary point of contact for support issues, providing timely and high-quality responses to customer inquiries
- Investigate, troubleshoot, and resolve issues related to Findem’s platform, collaborating with Product Experts (PEs) and Engineering as needed
- Leverage your deep technical expertise to provide accurate recommendations, ensuring customers feel supported and confident
- Collaborate with the Support Team Leader to build the foundation for Findem’s Support function, helping to define team goals and aligning support strategies with Findem’s overall objectives
- Serve as a key collaborator between Front-Line Support, Product Expert, and Engineering teams, ensuring efficient communication, effective escalations, and alignment on issue resolution
- Develop and document scalable processes for ticket handling, escalation management, and knowledge sharing to drive operational excellence
- Collaborate with the Product and Customer Enablement teams to create, refine, and expand self-service resources, such as FAQs, knowledge base articles, and training resources, ensuring they address high-impact customer issues
- Promote the use of Findem’s self-service resources, both internally with team members and externally with customers
- Gather feedback from customer and internal interactions to continuously enhance the usability and effectiveness of Findem’s Support Center and Findem University
Our take
As the demand for top-tier talent rises, companies face the formidable challenge of finding the right individuals for the job. Addressing this hurdle, Findem employs AI to streamline talent acquisition.
Founded by two seasoned software engineers, Findem excels in technological innovation, using its AI to help companies navigate talent shortages and enhance employee retention. this approach has propelled the company's impressive scaling, securing substantial funding in 2022. In the dynamic landscape of AI talent acquisition, marked by a surge in startups, Findem's solid market position is evident in its enviable customer list, featuring industry giants such as Adobe and Google.
Recent announcements underscore Findem's exceptional business performance, highlighting financial growth, significant new customer acquisitions, technological advancements, and continued market expansion. This success reinforces Findem's status as a key player in the competitive landscape of AI-driven talent solutions.
Steph
Company Specialist at Welcome to the Jungle
Insights
14% employee growth in 12 months
Company
Funding (2 rounds)
Mar 2022
$30m
SERIES B
Oct 2020
$7.3m
SERIES A
Total funding: $37.3m
Company benefits
- Health benefits: Medical, dental, and vision for you and your family. Findem offers a robust plan and covers the majority of your premiums
- 401K plan: We offer a competitive plan to help you meet your retirement goals and plan for a secure future
- Company equity: It’s important to us that everyone feels a part of what we’re building together, and equity is just one way of doing that
- Remote-first: We have offices for those who want to use them, but are remote-first, with office-free onboarding and flexible working practices
- Flexible PTO: We believe in a healthy work/life balance, and trust you to make practical decisions about when you need time off
- Parental leave: We have families of all types and welcome each new addition with generous leave for both parents
Company HQ
Centennial, Redwood City, CA
Leadership
Hariharan Kolam
(CEO)Previously worked as a Software Engineer at Aster Data, and was the founder and CTO of Instart.
Raghu Venkat
(CTO)Previously worked as a Software Engineer at Google, and was the founder and Chief Product Officer of Instart.
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