Customer Support Lead, Sonoma

Gold & Aron Conseil is an executive search firm.
We are recruiting on behalf of our client, a high-growth, AI-first GTM software company.
Our client is scaling its operations and is hiring a Customer Support Lead.
The ideal candidate is a hands-on builder excited to create and own the customer success/support engine for the company.
This role will lead the CS charge internally: solving support issues, educating clients, and representing client requests and needs.
This individual will:
Quickly ramp up to gain a deep understanding of the technical product, as well as the company's business model, culture and long-term goals.
Lead the end-to-end support function: empathetically resolve support issues across different channels in a timely manner as the first point of contact for customers requiring help.
Manage daily ticket flows and response times.
Track bugs and/or potential product issues that customers face, documenting findings and recommendations.
Work with product and engineering to find and implement the best solutions.
Lead the support team: Build playbooks for future team members as the team scales.
Provide feedback, address skill gaps, and coach team members on best practices.
Meet/exceed SLAs and CSAT expectations.
Document support cases methodically and escalate complex cases effectively.
Ideal Profile:
4+ years in Customer, Product, or Technical Support at a B2B SaaS company.
Experience with ticketing/case management systems: Service Cloud, Zendesk, Jira, ServiceNow.
Prior success leading multi-channel support teams and measuring KPIs (CSATs, response times).
Comfortable with APIs, integrations, and complex technical software.
Previous exposure to web-based software.
Proven success building support teams from the ground up in a startup or scaleup.
High EQ to navigate difficult customer conversations and internal cross-functional teams.
Highly analytical and able to troubleshoot technical issues effectively.
Thrives in ambiguity and fast-paced, tech-first settings.
Exceptional written and verbal communication skills.
High attention to detail, especially under pressure and juggling multiple priorities at once.
Location: San Francisco (in-office)