Customer Support Lead

**Built With Science: Customer Support Lead**
- **Years Of Experience**: 3+
- **Location**: Remote / Hybrid (if local, office is in Richmond B.C.)
- **Job Type**: Contract Full Time
- **Team**: Customer Support

**Our Mission**: To become the world’s most _trusted_ fitness brand.

**About Us**

Built With Science is a fast-growing fitness startup that is revolutionizing the fitness industry with science-based products and services that truly work. We aim to make the process of improving health and getting into incredible shape, easy and attainable for everyone.

Our founder, Jeremy Ethier, has amassed over 7 million YouTube subscribers, and we've built a mission-driven team of high-performers. We love what we do, and love to see our work make a direct impact on the lives of those looking to get healthier, both inside and out.

As a result, over the last 5 years, we’ve built a strong community of over 200,000 users and have recently rolled out our mobile app, which has garnered over 20,000 subscribers and is growing substantially each month.

We’re now looking for a **Customer Support Lead** to help us scale our support experience as we grow, helping to not only resolve customer issues but also improve the systems and tools we use behind the scenes.

If you thrive in fast-paced environments, care deeply about helping others, and want to work with a team that’s genuinely improving lives—this might be the perfect fit.

**Our Values**
- **Customer-Obsessed**: We put ourselves in our customers' shoes, understanding their needs and working backwards to create products that improve their lives.
- **Science-Based**: We combine scientific research with real-world experience to deliver highly effective solutions.
- **Pursuit of Excellence**: We take pride in overdelivering on customer expectations, striving to make everything we do exceptional.
- **Passion for Innovation**: We embrace new ideas, take calculated risks, and are not afraid to fail.
- **Hyper-Focused**: We stay focused on becoming the best in the world at what we do.
- **Integrity and Transparency**: We always do the right thing and lead by example, even when it’s hard.

**Responsibilities**
- Act as the lead player/coach for our Customer Support function; manage our existing team and tackle tickets
- Leverage cutting edge AI tooling to provide high quality responses to customers at scale 24/7/365
- Maintain ambitious customer satisfaction goals (targeting 90%+ CSAT) and fast response times (2 business hours)
- Manage escalation of complex technical issues to product and engineering teams
- Contribute to process improvements that drive improved ticket throughput and resolution times
- Surface user feedback and trends to help improve products and reduce inbound ticket volume
- Collaborate with product, engineering, and marketing teams to drive continuous improvements
- Own technical triage and assessment for all incoming support requests
- Efficiently triage and solve roughly 1,000 tickets each month

**Requirements**:

- Bachelor's degree or equivalent experience in customer support, operations, or related field
- 3+ years experience in customer support at a fast-growing consumer SaaS company, ideally with mobile app experience
- Proven leadership experience managing support teams and scaling support operations
- Strong analytical skills with experience using support metrics to drive improvements
- Process-oriented approach with experience building repeatable systems and workflows
- Clear written and verbal communication skills with ability to adapt tone for different situations
- Action-oriented problem-solver who takes initiative to identify and resolve issues
- Comfortable working in a fast-paced, startup environment and wearing multiple hats

**Preferred Qualifications**
- Experience in the fitness, health, or wellness industry
- Familiarity with mobile app support and user experience challenges
- Experience with support tools, CRM systems, and ticketing platforms
- Knowledge of customer success best practices and metrics
- Experience in a high-growth, entrepreneurial, and/or startup environment

**What You’ll Enjoy**
- **Making a Tangible Impact**: Your work will directly shape the future of fitness for thousands of people, helping them achieve their health goals with science-backed solutions.
- **High Growth Potential**: As an early team member, you’ll have the opportunity to make a significant impact while also reaping the rewards of our success as we scale.
- **Collaborating with a World-Class Team**: You'll work alongside passionate, high-performing individuals who are experts in their fields and share the same commitment to innovation and excellence.
- **Freedom to Experiment**: We embrace new ideas and approaches, allowing you to lead innovative growth strategies and experiment with bold solutions in a fast-paced, supportive environment.

**What’s At Stake If We Don’t Achieve Our Mission**:
Our mission is to be the world’s most trusted fitness