Technical Support Lead

ProfoundNew York, NY, United States

3 days ago

Job type

Full-time

Job description

Customer Success

New York City
In-office

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About Profound

Profound is on a mission to help companies understand and control their AI presence. We're looking for a Technical Support Lead to join our growing team. This role is ideal for someone who thrives at the intersection of customer support, technical problem-solving, and product insight. You'll guide customers through onboarding and API integration, field live support requests, and help shape our product by surfacing usability gaps and documentation improvements.

What You'll Do

Lead and mentor Customer Support Representatives, ensuring quality, consistency, and customer-first service.

Build and maintain clear, accessible documentation (knowledge base, guides, FAQs).

Manage support workflows for timely resolutions, smooth communication, and effective escalations.

Partner with Product, Engineering, and Customer Success to resolve issues and amplify customer feedback.

Track and improve performance metrics (response time, resolution rate, CSAT).

Oversee onboarding, training, and ongoing development for support team members.

Act as the point of escalation for complex issues.

Who You Are

Experienced in technical support or customer service with a track record of building strong teams.

A clear communicator who makes complex information accessible.

Organized and detail-oriented, yet adaptable in fast-moving environments.

A skilled mentor who enjoys coaching and developing others.

Comfortable using data to measure performance and drive improvements.

A customer advocate passionate about delivering seamless support experiences.

Bonus : Experience with CDN, analytics, or dashboarding tools.

Bonus : Ability to build basic reporting scripts or data visualizations.

Bonus : Previous contributions to documentation or internal knowledge bases.

This is an on-site role in our Union Square office - designed for builders who thrive on speed, iteration, and impact.

For this role, the expected base salary range is $80,000 - $120,000 . Profound's total compensation package is designed to be competitive and includes base salary, equity, and a full range of benefits and perks. Final compensation will depend on factors such as your skills, experience, qualifications, and location, and will be determined during the interview process. Our recruiting team will share more details about the full compensation package and benefits as you move through hiring.

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Technical Lead • New York, NY, United States

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