Senior Lead Customer Support

At Moxie, we empower ambitious aesthetic entrepreneurs to build profitable, independent practices—without burnout, overwhelm, or guesswork. In just a few years, we've grown from an idea to a global, remote-first team now supporting 700+ practices nationwide. Our purpose is simple: to unlock sustainable success for aesthetic entrepreneurs, at every stage of their journey. Senior Lead Customer Support We're looking for a Senior Lead Customer Support to build and own Moxie's entire customer support organization — top to bottom. This isn't a narrow function to inherit; it's a full-scope build spanning our AI-powered self-service layer, a new frontline support team you'll build from the ground up, and a clear model for how and when to leverage subject matter experts embedded across the business — all of which need to be unified under one tiered structure and one service standard. You'll also be stepping into a strategic ownership role: designing the escalation lattice that connects self-service → frontline support → the right internal expert, owning the department budget, and setting the multi-year vision for a support org that's competitive with Moxie's peers. The vision is that no Moxie practice ever has to wonder where to turn. This role exists to build a single front door — one place where any question, from any practice, gets a fast and helpful answer, and where nothing falls through the cracks. Our objectives for the role - Own Moxie's support organization end-to-end — from Tier 0 AI-powered self-service (administered via Intercom/Fin) to a Tier 1 frontline team you'll develop and lead, through to subject matter experts across the business — unifying all of it under one tiered model and one service standard. - Design the escalation lattice in partnership with subject matter experts across the company: mapping what gets resolved through AI, what belongs to the core support team, and what escalates to a specialist — either automatically based on question type or after Tier 1 has already engaged. This is one of the most strategic early deliverables of the role. - Own Tier 2 SLA accountability: Tier 2 subject matter experts are embedded in their functional teams (Engineering, Implementation, etc.) but are accountable to agreed-upon SLAs for response time, resolution, and CSAT. You'll track compliance, surface trends, and partner with functional managers to address gaps — without owning those teams directly. - Train a new Tier 1 support team against a documented playbook you build. - Own and drive Moxie's core support metrics — CSAT, Tier 0 deflection rate, live chat response time, SLA adherence, and % of tickets resolved without reaching a PSM — establishing baselines, then ramping toward targets that are competitive with Moxie's peers. - Build a data-backed, multi-year vision for what "excellent support" looks like at Moxie, becoming the org's go-to authority and a "voice of the customer" partner to Product, Engineering, Marketing, and Sales. We're looking for: - A track record of building or turning around a customer support organization end-to-end — not just managing an existing team, but designing the operating model itself. - Experience managing AI-assisted support tooling (e.g., Intercom/Fin or similar) and a clear point of view on where automation should and shouldn't own the resolution path. - Experience hiring, training, and managing offshore support teams, ideally including building a Tier 1 function. - Comfort operating in a dotted-line accountability model — driving SLA compliance and escalation behavior across teams you influence but don't directly manage. - Comfort translating support performance into metrics that resonate cross-functionally (CSAT, deflection, SLA adherence, response time). - A systems-building mindset: someone who'd rather design the right operating model than patch the current one, and who can operate with full autonomy in an early-stage, fast-moving environment. Why Join Us? - This is a rare, fu…