Product Support Lead

About Emitrr
Emitrr is a fast-growing B2B SaaS platform that helps businesses automate customer communication, reputation management, and Al-driven workflows. We work with thousands of healthcare and local service businesses across North America, enabling them to streamline critical customer interactions such as appointment booking, scheduling, reminders, follow-ups, and reviews-without adding operational overhead.
About the Role :
You'll be responsible for driving a smooth and effective customer experience post-sales, ensuring that we are closing the loop between customers, support, and product.
Key Responsibilities:
Customer Feedback Management
Collect, track, and organize all customer feedback
Work closely with the product team to prioritize features and fixes based on customer impact
Act as the bridge between customers and product to ensure the right priorities are addressed
Process Building & Support Ownership
Build a scalable support process to ensure no ticket or query goes unanswered
Introduce SLAs, escalation frameworks, and quality checks for responses
Identify recurring customer pain points and proactively solve them
Customer Communication & Experience
Proactively identify customers at risk of churn by monitoring sentiment and usage
Ensure onboarding and implementation are personalized based on customer goals, not a one-size-fits-all approach
Work with customers to ensure smooth adoption of the product
Team Leadership & Scaling
Hire, train, and manage a support team if required
Build playbooks and knowledge bases for faster resolutions
Collaborate cross-functionally with product, engineering, and success teams
Who We're Looking For?
Experience:
5-10 years of experience in Customer Support, Product Support, Customer Success or
Implementation within a B2B SaaS company
At least 1-2 years in a leadership or ownership role
Experience managing customer onboarding, support operations, and escalations
Preferred Industry Background:
B2B SaaS (strong preference)
Healthcare SaaS (good to have)
CRM, Communication, HRTech, Workflow Automation, or Customer Engagement platforms
Must-Have Skills:
Support process design and optimization
Customer onboarding and implementation
Escalation management
Product feedback collection and prioritization
Cross-functional collaboration with Product and Engineering teams
Strong stakeholder and customer communication skills
Ideal Candidate:
Has built scalable support processes in a fast-growing startup environment
Takes complete ownership and works independently
Comfortable bringing structure to ambiguous and fast-changing situations
Passionate about improving customer experience and driving product adoption
We're not looking for someone who only executes tickets. We need someone who:
Has super-high ownership and thrives in chaotic, fast-growth environments
Can work independently with minimal supervision
Has strong communication skills to influence internal stakeholders and manage customers
Is comfortable putting in long hours in the first few quarters to fix problems, not just manage them Has prior experience in SaaS product support, customer success, or operations
Why Join Us
Be part of a hyper-growth SaaS company in the healthcare tech space
Take complete ownership of a critical function and shape how support and product feedback scale
Work directly with leadership and product teams to influence what gets built
A chance to bring calm to chaos while solving real, high-impact customer problems

Work arrangement
No