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Customer Support Lead at Legion
Redwood City, CA, US

As the Customer Support Lead, you will provide enterprise grade assistance to our customers while building a scalable support infrastructure to support our growing user base. You will diagnose and troubleshoot software issues and assist users through end to end issue resolution.

Role & Responsibilities: 
-Respond to and assist Legion users via chat, email and or phone as needed 
-Help Legion develop a scalable ticket management system to support a rapidly growing user base 
-improve and expand Legion Help Center and Knowledge Base

Requirements: 
-Passion for assisting customers 
-Strong diagnostic capabilities to assess customer reported problems and determine whether it’s a software or user root cause. 
-Analytical problem solver that can understand a customer’s requirement and translate that into an actionable configuration of software 
-Career driven individual looking to grow in a fast paced startup

Experience & Skills: 
-Minimum 3-5 years technical support/customer service experience 
-Self-starter and problem solver that is comfortable working in a fluid and flexible work environment 
-Experience with Zendesk, Confluence and Jira a plus 
-Must be a highly motivated, enthusiastic team player, driven by delighting customers 
-Exceptional situational presence, relationship building, intellect, ethics, and judgment that engenders credibility and trust

Seniority Level 
-Mid-level

Industry 
-Enterprise Software Retail

Employment Type 
-Full-time

Job Functions 
-Customer Success - Technical Support

Benefits (Top Tier) 
-Comprehensive individual 
-Partial dependent

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