Customer Support Lead

Customer Support Lead

Venn is a fast-growing technology company transforming the relationship between renters and multifamily operators. Our platform seamlessly connects every aspect of apartment livingrent payments, events, services, maintenance, and community engagementcreating a lifestyle co-pilot for residents and an engagement engine for operators.

By leveraging resident behavioral data, Venn delivers personalized experiences at scale, driving long-term loyalty and unlocking new revenue opportunities. We're trusted by industry leaders like Related Companies and Bozzuto and backed by top talent from companies like Fiverr, Kaltura, and Sonos, alongside seasoned real estate veterans.

Our vision? By 2025, Venn will be the fastest-growing Resident Operating System, powering 500,000 unitsscaling to 2 million by 2026. We're not just building software; we're redefining how people experience home.

About the Role

We're looking for a strategic and hands-on Customer Support Lead to be our first dedicated hire in Support. You'll own the design and execution of our customer support function, building scalable processes, implementing modern systems, and setting the foundation for a best-in-class experience. You'll also own advanced support, handling complex technical tickets and escalations directly. This role is ideal for someone who thrives at both the operational and execution levels, ensuring customers receive timely, effective, and empathetic support while laying the foundation for scale.

What You'll Do

• Design and execute the support strategy, aligning with company goals and customer needs.
• Build scalable processes, policies, and workflows that ensure consistent, high-quality support.
• Implement and manage support systems and tools, including an AI chatbot to handle tier 1 support and deflect tickets.
• Manage and optimize relationships with our BPO partner, ensuring strong performance against SLAs and KPIs.
• Own advanced/technical support: personally manage escalated or complex tickets, troubleshoot technical issues, and work directly with Product and Engineering to resolve them.
• Define and track key metrics (e.g., % tickets deflected, CSAT, response time, resolution time) to measure success and drive continuous improvement.
• Partner with Product, Engineering, and Customer Success to establish feedback loops that improve the customer experience.
• Develop and maintain clear documentation, FAQs, and knowledge bases to empower customers and reduce ticket volume.
• Represent the voice of the customer internally, advocating for their needs across the business.
• Manage support operations budgets, vendor relationships, and technology platforms.

What We're Looking For

• 5+ years of experience in customer support at a SaaS or technology company, with proven success building and scaling support processes.
• Strong technical aptitude with hands-on experience managing advanced/complex support cases (e.g., API troubleshooting, integrations, data or system issues, debugging).
• Start-up experience is highly preferred.
• Background in support operations, systems implementation, and vendor/BPO management.
• Experience implementing or leveraging AI solutions for support is a strong plus.
• Deep knowledge of support metrics, analytics, and reporting.
• Familiarity with modern support tools, CRMs, and automation.
• Exceptional communication and collaboration skills, with the ability to influence cross-functional partners.
• Customer-obsessed, solutions-oriented, and passionate about creating excellent experiences.
• Based in New York.

This role is hybrid (3 days/week in our cozy NYC office). For New York-based candidates, this position has an estimated annual salary range of $110,000 to $120,000, plus benefits and opportunities for equity. Actual compensation packages are based on a wide array of factors unique to each candidate, including but not limited to demonstrated skill set, years and depth of relevant experience, and some role-dependent factors such as certifications. We welcome direct conversations with each candidate about compensation in all of our initial calls.