Senior Lead Customer SupportWe're looking for a Senior Lead Customer Support to build and own Moxie's entire customer support organization - top to bottom. This isn't a narrow function to inherit; it's a full-scope build spanning our AI-powered self-service layer, a new frontline support team you'll build from the ground up, and a clear model for how and when to leverage subject matter experts embedded across the business - all of which need to be unified under one tiered structure and one service standard.
You'll also be stepping into a strategic ownership role: designing the escalation lattice that connects self-service frontline support the right internal expert, owning the department budget, and setting the multi-year vision for a support org that's competitive with Moxie's peers. The vision is that no Moxie practice ever has to wonder where to turn. This role exists to build a single front door - one place where any question, from any practice, gets a fast and helpful answer, and where nothing falls through the cracks.
Our objectives for the role- Own Moxie's support organization end-to-end - from Tier 0 AI-powered self-service (administered via Intercom/Fin) to a Tier 1 frontline team you'll develop and lead, through to subject matter experts across the business - unifying all of it under one tiered model and one service standard.
- Design the escalation lattice in partnership with subject matter experts across the company: mapping what gets resolved through AI, what belongs to the core support team, and what escalates to a specialist - either automatically based on question type or after Tier 1 has already engaged. This is one of the most strategic early deliverables of the role.
- Own Tier 2 SLA accountability: Tier 2 subject matter experts are embedded in their functional teams (Engineering, Implementation, etc.) but are accountable to agreed-upon SLAs for response time, resolution, and CSAT. You'll track compliance, surface trends, and partner with functional managers to address gaps - without owning those teams directly.
- Train a new Tier 1 support team against a documented playbook you build.
- Own and drive Moxie's core support metrics - CSAT, Tier 0 deflection rate, live chat response time, SLA adherence, and % of tickets resolved without reaching a PSM - establishing baselines, then ramping toward targets that are competitive with Moxie's peers.
- Build a data-backed, multi-year vision for what excellent support looks like at Moxie, becoming the org's go-to authority and a voice of the customer partner to Product, Engineering, Marketing, and Sales.
We're looking for:- A track record of building or turning around a customer support organization end-to-end - not just managing an existing team, but designing the operating model itself.
- Experience managing AI-assisted support tooling (e.g., Intercom/Fin or similar) and a clear point of view on where automation should and shouldn't own the resolution path.
- Experience hiring, training, and managing offshore support teams, ideally including building a Tier 1 function.
- Comfort operating in a dotted-line accountability model - driving SLA compliance and escalation behavior across teams you influence but don't directly manage.
- Comfort translating support performance into metrics that resonate cross-functionally (CSAT, deflection, SLA adherence, response time).
- A systems-building mindset: someone who'd rather design the right operating model than patch the current one, and who can operate with full autonomy in an early-stage, fast-moving environment.
Why Join Us?- This is a rare, full-scope build: an entire support organization - AI, concierge, reps, and a brand-new offshore team - yours to design and unify under one standard of excellence, not a function to inherit.
- You'll be building the single front door for all Moxie practice support - a strategic company priority with real cross-functional reach and direct visibility to senior leadership.
- Real cross-functional reach and a direct, visible line to a strategic company priority: freeing PSMs to focus on strategic practice partnership instead of firefighting.
- Full ownership and autonomy in an early-stage environment moving from startup to scale-up.
