Customer Support Lead

Overview 🦸

As Rally’s Customer Support Lead, you’ll be responsible for delivering exceptional support to our customers while helping shape and scale our support function. This is a hands-on role where you’ll be the primary person responding to customer requests, resolving technical issues, and working closely with Product and Engineering to surface insights and improve our processes.

As Rally’s second dedicated support hire, you’ll have a significant impact in defining how we grow and optimize our support operations. You’ll help build out workflows, improve our knowledge base, and create processes that empower our team to support customers more efficiently.

This role is ideal for someone who thrives in a fast-paced startup, enjoys solving problems, and is excited to take ownership of customer support while working cross-functionally with the rest of the team.

Who You Are 😁

• You enjoy helping customers and solving problems quickly and efficiently.
• You thrive in a scrappy startup environment and are comfortable wearing multiple hats.
• You can balance day-to-day customer support with longer-term process improvements.
• You’re highly organized and can track trends in customer issues to improve support.
• You communicate clearly and can translate technical issues into simple explanations.
• You enjoy proactively improving support workflows rather than just reacting to issues.

What You’ll Do 🚀

Customer Support & Issue Resolution

• Act as the primary point of contact for customer support, responding to inquiries via chat and email.
• Troubleshoot product issues, provide guidance, and escalate to Engineering when needed.
• Maintain fast response times and ensure a great customer experience.
• Identify common customer challenges and document solutions in the knowledge base.

Support Operations & Process Improvement

• Track and report on support metrics (response times, ticket volume, common issues).
• Identify recurring themes in support requests and share insights with Product and Engineering.
• Improve workflows to help support reps resolve issues independently without needing Engineering.
• Create internal documentation and guides to standardize support responses.
• Collaborate with the support team to improve ticket documentation and tracking in support platforms (e.g., Intercom, Linear).

Scaling & Growth

• Help define best practices for how Rally provides support as we scale.
• Identify opportunities to automate repetitive tasks and streamline workflows.
• Provide input on tools and systems that can enhance the support experience.

Requirements ✍️

• 3+ years of experience in customer support or a similar role.
• Strong problem-solving skills and ability to manage technical support issues.
• Experience with support ticketing systems (e.g., Intercom, Linear, Slack).
• Excellent written and verbal communication skills to work effectively across teams.
• Highly organized, with experience managing support metrics and reporting.
• Prior experience in a startup or fast-paced environment is a big plus.

This role is perfect for someone who loves working directly with customers, enjoys improving how support is delivered, and wants to help scale a support function from the ground up. 🚀