Customer Support Lead

Customer Support Lead Location :

• San Francisco, CA (Hybrid – 3 days on-site, 2 remote) Employment Type : Full-time Reports To : Sr.
• Customer Success Manager   About Radius Agent Radius Agent is a modern real estate platform transforming how agents, brokerages, and clients connect and succeed.
• With a tech-forward approach and a people-first culture, we empower real estate professionals with the tools, support, and community they need to grow their business.
• We’re scaling quickly and looking for team members who are driven, collaborative, and excited to bridge the gap between customer needs and innovative product solutions.
• Role Overview As our Customer Support Lead , you’ll build and oversee our customer support function from the ground up.
• This is both a strategic and hands-on role where you’ll lead a small team, manage workflows, and elevate the agent experience through thoughtful support and enablement.
• You’ll train and optimize our AI assistant (Mel), deliver live product demos, and ensure that customer feedback translates into actionable product improvements.
• The ideal candidate is relationship-driven, tech-forward, and passionate about helping customers succeed .
• You’ll thrive at the intersection of people and product — ensuring support is seamless while empowering our agents to fully leverage Radius Agent’s tools.
• Responsibilities Team Leadership & Support Management Lead, coach, and inspire the customer support team to consistently deliver high-quality service.
• Develop onboarding, training, and workflow materials to streamline support operations.
• Ensure response time and resolution targets are met across all channels.
• AI Training & Documentation Train and refine Mel, our internal AI assistant, to resolve tickets effectively.
• Maintain and expand internal and customer-facing knowledge base content.
• Product Demos & Enablement Conduct live product walkthroughs and demos for agents and internal teams.
• Partner with Sales and Customer Success to support agent adoption and enablement.
• Support Operations & Escalations Manage the support queue, triage incoming tickets, and handle escalations.
• Monitor patterns in inquiries and ensure consistent, high-quality support.
• Customer Insights & Product Collaboration Surface recurring product issues and trends to the Product team.
• Help prioritize product improvements based on customer impact.
• Qualifications 3+ years in technical support, customer success, or onboarding — ideally in SaaS or a tech-forward environment.
• Experience delivering live demos, onboarding sessions, or product walkthroughs.
• Strong communication and presentation skills with a customer-first mindset.
• Prior experience leading or mentoring a support team.
• Technically curious; quick to learn new platforms and explain them simply.
• Familiarity with tools like Intercom, Confluence, and HubSpot.
• Highly organized, responsive, and adaptable in a fast-paced environment.
• Preferred Qualifications Experience training or optimizing AI tools for support workflows.
• Background in real estate tech, agent platforms, or customer-facing SaaS.
• Confidence using tools like Notion, Loom, or Google Meet for training and education.

Compensation & Benefits Salary Range :