Job Description

The Job Title: Customer Support Lead Location: Remote / Hybrid Type: Full-Time Reports To: Director of Operations / Co-Founder The Mission We are hiring a Customer Support Lead to build and manage the day-to-day customer support function at LocaXion. This role is focused on ensuring our clients receive fast, reliable, and high-quality support as they adopt and operate our Smart Factory and RTLS solutions. You will lead frontline support processes, manage issue escalation, collaborate with technical teams, and lay the foundation for scalable support as we grow. This is a hands-on leadership role suited for someone who thrives in high-responsibility environments and is passionate about improving the customer experience. Your Responsibilities Support Operations Leadership Own the customer support queue: triage, assign, and resolve incoming client issues across technical and operational categories Maintain and improve SLAs around response and resolution times Create and manage escalation processes for high-priority issues Customer Communication & Satisfaction Serve as a senior point of contact for key support interactions, especially for high-value industrial clients Communicate clearly, professionally, and proactively to keep clients informed Capture and report on feedback, recurring issues, and service gaps Team Coordination & Process Development Develop support workflows, templates, and documentation Contribute to internal knowledge base and client-facing help resources Collaborate with delivery, engineering, and product teams to resolve technical issues Reporting & Insights Track key support KPIs (first response time, resolution time, CSAT) and share trends with leadership Recommend tools, automations, or structural changes to improve efficiency Participate in post-incident reviews to identify areas for improvement Performance Measurement SLA adherence for first response and resolution Customer satisfaction (CSAT) scores Volume and resolution rate of support tickets Internal efficiency improvements and documentation quality Qualifications 4–6 years of experience in customer support or client success roles, with at least 1–2 years in a lead or supervisory capacity Strong interpersonal and written communication skills Experience working with technical teams to troubleshoot and escalate product-related issues Familiarity with support tools (e.g., Zendesk, Freshdesk, HubSpot Service, Jira) Highly organized, detail-oriented, and proactive in solving customer challenges Bonus: Experience supporting industrial or B2B technology platforms This is a foundational role for LocaXion’s growth. As Customer Support Lead, you’ll help define how we scale service quality, empower our clients, and set the bar for operational excellence in the field. Show more Show less