Part-Time Customer Support Lead

About SimplyWise
SimplyWise builds multiple AI-powered apps that help small business owners automate tedious admin work. Our products include tools for receipt scanning, mileage tracking, construction estimates, and AI-powered receptionist services. We make it easy for small businesses to stay organized, save money, and focus on what they do best.
We?re looking for a Part-Time Customer Support Lead to ensure our users receive top-tier support while also managing another part-time customer support team member.
Role Overview
This is a part-time (15-20 hours per week) role, ideal for someone who thrives in a fast-paced startup environment and is comfortable both providing direct customer support and managing another support resource.
Responsibilities
Customer Support:
? Respond to customer inquiries via email and chat (~2 hours per day).
? Troubleshoot and escalate technical issues as needed.
? Ensure timely and effective resolutions for customer concerns.
Team Leadership & Communication:
? Manage and provide guidance to another part-time customer support team member.
? Translate key product updates and insights from our daily standup (10:00-10:30 AM EST) to the support team.
? Set clear priorities and ensure consistent service quality.
Process Improvement:
? Identify recurring customer issues and provide feedback to the product team.
? Help improve our support processes to enhance efficiency and user satisfaction.
What We?re Looking For
? Experience: 2+ years in customer support, with some experience in a leadership or management role.
? Highly Practical & Patient: We believe in shipping and iterating quickly, which means we often have a lot of bugs. You need to be comfortable working in an environment where things are constantly evolving.
? Entrepreneurial Mindset: We love working with people who have started their own projects or businesses before. If you've built something from scratch, you'll fit right in.
? Communication: Excellent written and verbal communication skills.
? Problem-Solving: Ability to troubleshoot issues independently and escalate effectively.
? Leadership: Comfortable managing and mentoring another support team member.
? Time Management: Ability to balance responding to tickets and overseeing support operations within a part-time schedule.
? Tech-Savvy: Familiarity with Zendesk and Intercom and a willingness to learn new software.
What We Offer
? Flexible part-time schedule (except for the daily standup at 10 AM EST).
? A fast-moving startup environment where your work has a direct impact.
? Opportunity to grow within a dynamic and expanding company.