Lead the customer success team, enhance customer support operations, drive process improvements, and align strategies with company objectives to ensure high-performance metrics.
Found is transforming personalized weight care with an evidence-based platform that combines modern medicine, behavior change support, personalized coaching, and a supportive community. Since launching in 2019, Found has served over 250,000 patients across the U.S., making high-quality, affordable treatment more accessible while reducing healthcare costs for consumers, employers, and payors. Backed by $130M+ from top investors including Atomic, GV, WestCap, IVP, TCG, and Define Ventures, Found is redefining how personalized weight care is delivered at scale.
What You’ll Do:
- Team Leadership & Development:
- Foster a customer-centric culture within the support team, promoting high performance, accountability, and collaboration.
- Build and nurture a cohesive, results-driven team through coaching, training, and performance management.
- Customer Success & Support Operations:
- Own and manage the daily operations of the customer support team, ensuring that service delivery meets or exceeds established KPIs.
- Develop and implement strategies to scale customer support operations while maintaining high quality.
- Oversee the development and refinement of internal processes, workflows, and tools to streamline customer support delivery.
- Partner with cross-functional teams (e.g., Product, Engineering, Marketing) to iterate and improve on team processes.
- Problem Solving & Issue Resolution:
- Proactively identify trends and patterns in customer issues, and work with relevant teams to address them at scale.
- Own the customer success organization P&L, proactively seeking opportunities to drive efficiency and quality as we grow.
- Metrics & Continuous Improvement:
- Set, track, and report on team performance against service-level agreements (SLAs) and other key performance indicators.
- Continuously look for opportunities to optimize support processes and drive customer-centric innovations.
- Stakeholder Management & Cross-functional Collaboration:
- Collaborate with leadership teams to align customer support goals with broader company objectives.
- Act as the voice of the customer, providing insights and feedback to improve product offerings, processes, and service quality.
What You’ll Bring:
- 5-8 years of relevant experience in customer support management, ideally in high-growth, fast-paced environments.
- Experience managing large teams and leading customer success organizations.
- Strong ability to solve complex problems and handle high-pressure situations with professionalism.
- Demonstrated success in implementing process improvements, driving efficiency, and scaling customer support operations.
- Excellent communication skills, with the ability to present and influence key stakeholders at all levels of the organization.
- Analytical mindset with experience in using data to drive decision-making and continuous improvement.
- Ability to adapt and thrive in a rapidly changing environment while maintaining a customer-first approach.
Preferred Qualifications:
- Experience with customer support platforms (e.g., Zendesk, Freshdesk, etc.) and CRM tools.
- Background in SaaS, technology, or similar high-growth industries.
- Bachelor’s degree in a relevant field or equivalent experience.
Found is an Equal Opportunity Employer. We seek and celebrate diversity in its many forms. If you’re excited about this opportunity but do not meet 100% of the qualifications, we encourage you to apply.
Please review our CCPA policies.
Top Skills
Freshdesk
Zendesk
Similar Jobs
.png)
Healthtech
Manage all customer support inquiries, handle support tickets, improve workflows, and build a customer support playbook while monitoring service metrics and customer satisfaction.
Top Skills:
Fast ApiGCPGoPythonReactReact NativeTypescript
Cloud • Information Technology • Internet of Things
The Tier 3 Customer Support Manager leads support operations, manages a team, drives improvement, oversees service delivery, and handles escalations effectively.
Top Skills:
Certified Support ProfessionalCryptographyCustomer Service ManagerIt Service ManagementItilNistPki Solutions
Software • Database
As a Customer Support Manager, you will lead the support team in ensuring prompt ticket resolution, optimize processes, handle escalations, and monitor performance metrics. You will also train team members, build self-service resources, and collaborate with other departments to improve customer support efficiency.
What you need to know about the Colorado Tech Scene
With a business-friendly climate and research universities like CU Boulder and Colorado State, Colorado has made a name for itself as a startup ecosystem. The state boasts a skilled workforce and high quality of life thanks to its affordable housing, vibrant cultural scene and unparalleled opportunities for outdoor recreation. Colorado is also home to the National Renewable Energy Laboratory, helping cement its status as a hub for renewable energy innovation.
Key Facts About Colorado Tech
- Number of Tech Workers: 260,000; 8.5% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Lockheed Martin, Century Link, Comcast, BAE Systems, Level 3
- Key Industries: Software, artificial intelligence, aerospace, e-commerce, fintech, healthtech
- Funding Landscape: $4.9 billion in VC funding in 2024 (Pitchbook)
- Notable Investors: Access Venture Partners, Ridgeline Ventures, Techstars, Blackhorn Ventures
- Research Centers and Universities: Colorado School of Mines, University of Colorado Boulder, University of Denver, Colorado State University, Mesa Laboratory, Space Science Institute, National Center for Atmospheric Research, National Renewable Energy Laboratory, Gottlieb Institute
