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Customer Support Lead






San Francisco, CA, US


Somewhere along the way, CRM got really hard to use. We’re changing that. Copper was built with three basic principles in mind: keep it simple, show what matters, and make it actionable. 

We are looking for a Tier 1 Lead is very similar to a Tier 1 Specialist but with additional leadership responsibilities. The Tier 1 Lead role ensures that all of Tier 1 is operating at expected quality and efficiency. Ensuring all Tier 1 staff are up-to-date on training for product and policies, and mentoring the Tier 1 team for performance and professional growth is the primary responsibility. In addition to their leadership they also operate as an expert Specialist in resolving tickets and delighting the customer. 

A day in the life...
  • Responding to individual customer support issues and ensuring a timely response to all customer support inquiries
  • Use of Zendesk, support chat, and internal support tools
  • Following outlined workflows for resolving tickets using macros, tags, and troubleshooting guidelines.
  • Ownership of individual performance metrics as designed by management 
  • Identifying technical issues, suggesting enhancements, and communicating them to the company.
  • Problem solve and create solutions to meet customer requests
  • Work with our Support Manager and other members of the Customer Success team to improve internal processes and escalate emerging needs.
  • Mentor other agents and work with Tier 2 to develop and improve appropriate training and Support Processes.
  • Serve as a first point of escalation for new Tier 1 Specialists or new issue types. 

You have...
  • 3-5+ years prior experience in customer support
  • Bachelor's Degree from a 4-year University or equivalent work experience
  • Familiarity with Support standards (ITSM/ITIL)
  • Excellent oral and written communication skills
  • Passion to exceed customer expectations while maintaining efficiency.
  • Self-motivated and obsessed with continuous improvement
  • Positive attitude and ability to persevere through multiple customer challenges each day
  • Track record of consistency and quality service.
  • Excellent team player and able to work under own initiative
  • Ability to work in a very energetic, startup office setting
  • Leadership skills and experience, preferably in a Support context.
  • This role reports the Support Manager and could be remote, contracted, or outsourced

Tell me more about Copper...
  • Great team: Founded by successful veterans of Yahoo, Zynga, and eBay
  • Huge market: Disrupting a massive, growing $35+ billion market for CRMs
  • Funding: Raised over $87M for our Series C from top-tier investors 
  • On a roll: Our technology has won the following awards in the last year: G2Crowd #1 in Customer Satisfaction Summer Rankings, Google Best New Tech Partner of the Year
  • Happy customers: Help hundreds of small and medium-sized businesses be more successful. Just read our reviews.
  • Impact: A fun, transparent, and exciting start-up culture that empowers its people to make a huge impact.
  • Goodies: Awesome benefits, convenient SOMA location, beautiful office, catered lunch, team outings, and more!

Apply for the job

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