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Technical Customer Support
Dallas, TX, US
Customer Support / Call Center / Client
Full Time, Full Time
$60000 - $90000
On-site
Other/Non Classified
Dallas, TX, US
$60000 - $90000
Full Time, Full Time
Other/Non Classified
On-site
Customer Support / Call Center / Client
Job details
Senior Technical Customer Support Lead
Dallas, TX | Onsite, 5 Days/Week
Own the support function. Shape the product. Be the reason customers stay.
We’re a fast-growing AI-powered Video Surveillance as a Service (VSaaS) company — and we’re looking for a senior support leader who doesn’t just manage tickets, but builds a function that makes customers stay, expand, and evangelize. If you’ve led support for a SaaS platform, thrive in high-growth environments, and know how to turn customer pain into product insight — keep reading.
THE QUICK FACTS
– Location: Downtown Dallas, TX
– Work Style: Onsite, 5 days/week
– Experience: 7–10+ years
– Industry: SaaS / AI / VSaaS
WHAT YOU’LL OWN
The whole support function. End-to-end — from ticket intake and triage to escalation management, root cause analysis, and long-term issue prevention.
Enterprise-grade SLAs and standards. Define escalation paths, set the bar for quality, and ensure support scales as we grow.
Cross-functional influence. Partner with Product, Development, Cloud Ops, Customer Success, and Partners to drive permanent fixes — not just workarounds.
Team building. Hire, develop, and lead a high-performing support team. Define career paths. Build a culture of ownership and accountability.
Metrics and insight. Track CSAT, response time, resolution time, and backlog health — then turn that data into better outcomes for customers and the product roadmap.
WHO YOU ARE
– 7–10+ years leading customer support for SaaS platforms — ideally with enterprise and mid-market customers
– You’ve managed high-stakes escalations in production environments and know how to stay calm, clear, and constructive
– You’ve built or scaled support teams and processes — not just managed existing ones
– Comfortable working with globally distributed teams (we have development and ops teams across the US and India)
– Bonus: experience with VSaaS, video platforms, cloud-native architectures, AI/ML products, or channel/partner support
WHY THIS ROLE IS DIFFERENT
This isn’t a seat-warmer role. You’ll be the most senior support person in the company, with direct influence on product direction, partner relationships, and customer retention. You’ll work side-by-side with the people who build the platform — and when you surface a critical insight, it gets acted on. If you want ownership, visibility, and the chance to build something from the ground up, this is it.
WHAT WE OFFER
– Competitive compensation and benefits
– High-visibility leadership role with real cross-company influence
– Collaborative, fast-moving startup environment
– Direct impact on customer satisfaction, retention, and product quality
– Onsite Dallas location — close collaboration with the full team
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