Support Team Lead

About One Impression

One Impression is the #1 creator marketplace connecting brands with authentic influencers and content creators. We’re building the future of how brands and creators collaborate, with speed, transparency, and efficiency at the core.

Support Operations Lead

Role Overview

The Support Operations Lead will:

• Own the

  end-to-end support function

  across creators and brands.
• Manage the

  support team

  , ticketing CRM, and ensure super-fast resolution timelines.
• Align with

  tech/product teams

  to fix recurring issues and improve workflows.
• Build a

  7-day support engine

  with minimal backlog, optimized SLAs, and measurable improvements in NPS/CSAT.

Key Responsibilities

Team & Operations Leadership

• Lead and manage the support team handling brand and creator queries.
• Build shift structures to ensure 7-day coverage and minimal downtime.
• Monitor performance daily, ensuring SLA adherence and quick escalations.

Support CRM & Tools

• Own and optimize the support CRM/ticketing system (Freshdesk, HubSpot, Zendesk, or similar).
• Design workflows, implement automation, and integrate with internal systems.
• Ensure data hygiene, reporting accuracy, and complete visibility on queries.

Resolution Excellence

• Drive super-fast resolution timelines by setting strict SLAs and reducing TAT.
• Solve for NPS and CSAT improvements through continuous training and quality reviews.
• Ensure

  zero backlog

  and proactive follow-ups on unresolved tickets.

Cross-Team Collaboration

• Partner with product and engineering to address recurring issues with permanent fixes.
• Work with operations, sales, and account managers to align support with business priorities.
• Feed insights from support into product improvements and customer journey design.

Data, Reporting & Insights

• Build dashboards tracking SLA, TAT, backlog, NPS, and CSAT.
• Report weekly/monthly performance to leadership with actionable insights.
• Use data to forecast support needs and optimize resources.

Requirements

• 5+ years in

  support operations / customer experience

  , with at least 2 years in a

  leadership role

  .
• Strong expertise in support CRM/ticketing tools (Freshdesk, Zendesk, HubSpot Service Hub, etc.).
• Proven ability to

  build and manage support teams

  in a high-growth environment.
• Experience in

  tech alignment and automation

  for support systems.
• Track record of reducing SLA/TAT and improving NPS/CSAT.
• Strong analytical skills with comfort in using data to drive decisions.
• Excellent communication and stakeholder management skills.
• High ownership mindset, with the ability to thrive in a fast-paced startup.

Success Metrics

• SLA and TAT reduced consistently across creator and brand support.
• 7-day coverage engine built and running seamlessly.
• NPS/CSAT scores trending upward quarter on quarter.
• Zero backlog maintained.
• Clear reporting and insights feeding back into product and ops teams.

What We Offer

• A high-impact role at the center of brand and creator experience.
• Ownership of support operations with direct influence on product and customer journeys.
• Competitive compensation and opportunities for growth.