Customer Service Lead, Wander

• 3–5+ years in customer support at a B2B SaaS company
• Experience standing up support processes or teams in an early or growth-stage environment
• Strong communication skills with empathy, clarity, and attention to detail
• Technical aptitude for understanding product workflows and troubleshooting issues
• Comfort collaborating cross-functionally in a fast-paced environment

Desirable

• Wander is launching a new business unit — Wander Sites — and we’re looking for an experienced Customer Support Lead to build and manage customer support operations for this next chapter of the company
• You’ll handle inbound customer inquiries while designing the processes, tools, and documentation that define how Wander Sites delivers world-class support. You’ll collaborate closely with the broader Wander Product, Engineering, and Operations teams, but you’ll own the support motion for Sites end to end — creating the structure that scales as the business grows
• Manage and resolve inbound customer requests for Wander Sites through chat, email, and helpdesk tools
• Develop and refine support processes, SLAs, and escalation paths
• Create and maintain customer-facing help center content and internal documentation
• Partner with Product and Engineering to identify and escalate bugs or workflow issues
• Analyze trends in support requests and provide actionable insights to improve product experience
• Evaluate and implement support tooling (Zendesk, Intercom, Help Scout, etc.)
• Define and track KPIs such as response time, resolution rate, and customer satisfaction (CSAT)
• You’ll play a critical role in shaping how Wander Sites supports customers — balancing the agility of a startup launch with the backing and stability of Wander’s brand. This is a chance to build a scalable support operation from the ground up, while staying close to customers and their day-to-day experience