Customer Support Lead

About the Role Support is where trust is won or lost. Law firms work against tight deadlines and can't afford to wait - a slow response or an unresolved issue can derail a case. As our Customer Support Lead, you'll help build and run the reactive layer of our CX function: owning ticket resolution, managing escalations, surfacing patterns, and building a small team of support agents.

This is a player-coach role - you'll be handling tickets yourself while also building the systems, documentation, and processes that will let us scale support without sacrificing quality. What You'll Own - Build systems to triage and resolve inbound support tickets across email, portal, and phone - first response within 2 business hours, resolution within 24-48 hours for standard issues - Own technical support escalations: portal bugs, access issues, submission errors, document delivery failures - coordinate with the engineering team and track items in Linear - Manage the formal complaints process: log every complaint, identify root cause, propose resolution within 48-72 hours, and ensure nothing falls through the cracks - Own collections follow-up: proactively manage overdue accounts through a structured process, preserving the customer relationship while resolving the outstanding balance - Build and document clear escalation paths: know when to involve engineering, legal ops, or leadership - and communicate timelines clearly to customers - Analyze ticket volume and themes monthly; surface the top patterns to product and operations through a structured VoC review - Build the support team - hire, onboard, and develop support agents as volume grows - Develop and maintain support documentation, FAQs, and internal runbooks so resolutions are consistent and repeatable What We're Looking For - 4-6 years of B2B customer support experience, including at least 2-3 years in a lead or senior individual contributor role - Experience handling technical support in a SaaS environment - you don't need to be an engineer, but you can credibly troubleshoot and communicate with one - Strong process and documentation instincts - you build runbooks, escalation paths, and playbooks because you know scale requires it - Empathetic under pressure - you can de-escalate a frustrated partner at a law firm while simultaneously coordinating a fix with engineering - Experience with ticketing systems (Zendesk, Intercom, Front, Pylon, or similar) - Proven ability to manage collections or billing escalations with professionalism and relationship preservation - Eagerness to hire and develop a team as volume demands it - Legal services, healthcare, or document workflow background a strong plus Success Metrics - First Response Time: - Resolution Time: Standard tickets resolved or workaround provided within 24-48 hours - Complaint Closure Rate: 100% of complaints logged, responded to within 24 hours, resolved within 72 hours - Collection Rate: Improvement in overdue account resolution through a structured follow-up process - Ticket Theme Reporting: Monthly VoC summary delivered to product and leadership - CSAT / Satisfaction Signal: Positive feedback trend from customers on support interactions Codes Health

• Customer Experience
• Hiring 2026