Customer Support Lead (SaaS)

www.heymarvin.com

At Marvin, we believe understanding your customers should be part of every companys DNA. Our AI-powered research and insights platform makes it easier than ever for teams to collect, organize, analyze, and share customer feedback. Were looking for our first Customer Support Lead to build and scale Marvins support function from the ground up.

The RoleWere looking for our firstSupport Leaderto build and scale Marvins support function. Youll own the end-to-end support experience for our customers from designing processes to hiring the team, defining KPIs, and working cross-functionally with Product, Sales, and Customer Success.

This is not a keep the lights on role. Its aboutbuilding support systems, playbooks, and culture so our customers get help thats fast, empathetic, and insightful.

What Youll Do

• Build and lead Marvins support team recruiting, onboarding, and coaching high-performing support specialists.
• Define and implement scalable processes (ticketing, SLAs, escalation paths, feedback loops).
• Be hands-on at the start: resolve customer issues across channels (chat, email, in-app, phone), ensuring high CSAT.
• Partner with Product & Engineering to turn customer pain points into product improvements.
• Establish support metrics and reporting (response times, resolution times, CSAT, % deflection).
• Create a customer-first culture where every interaction reinforces Marvins brand voice and values.

About You10+ years of experience in customer support, at least 3 years in aleadership role(startup or SaaS strongly preferred). Youvebuilt and ledsupport teams from hiring to coaching to creating a great culture. You can designprocesses that scale:ticketing, SLAs, escalation, feedback loops. Yourecustomer-obsessedand know how to balance empathy with speed. Yourefluent in support tools( bonus points for knowing your way around Intercom) and love automating the boring stuff. You know your way aroundKPIs(CSAT, FRT, resolution time, deflection %) and can explain why they matter. You play well with others CS, Product, and Engineeringare your natural partners. Youre excited to behands-on at first(yes, taking tickets) while building the foundation for scale. You thrive instartup mode: ambiguity, fast changes, no playbook. You communicate with clarity (and a little wit) making sure our support voice feelswarm, human, and Marvin-y.

Why Youll Love Working Here

Impact:Be the founding leader of Marvins support function.Growth:Shape systems, culture, and a team that scales with us.Flexibility:Remote-first with global teammates.Culture:Were witty, warm, and a little wacky (in the best way). Youll fit right in if you love building and dont take yourself too seriously.

About Marvin

Companies have mountains of customer data, but most of it is hard to find or use. Marvin makes it simple: one centralized repository powered by AI so teams can search, connect, and act on insights in minutes. Our customers range from scrappy startups to global enterprises, all using Marvin to make smarter, user-centric decisions.