M13 Portfolio Company: Customer Support Lead

| Los Angeles, CA, USA | Hybrid
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One of M13's LA-based portfolio companies seeks a Customer Support Lead for its fast-growing B2C start-up. The ideal candidate is a strategic customer support leader who will work closely with the internal team to resolve customer issues efficiently and lead the company's offshore customer support team.

As Customer Support Lead you will:

  • Lead and scale a team of offshore customer service agents to ensure effective resolution of customer inquiries and issues.
  • Collaborate with internal departments to enhance customer service strategies and operations.
  • Monitor and evaluate team performance to ensure compliance with customer service standards.
  • Develop and implement training programs to boost team productivity and knowledge.
  • Utilize analytics to track customer interactions and identify patterns to improve service quality and efficiency.
  • Drive continuous improvement in customer service metrics, including CSAT, response times, and overall customer engagement.
  • Implement and refine performance metrics to assess effectiveness and identify areas for improvement continuously.

You have:

  • 3-5 years of experience leading and scaling customer service teams at a fast-growing start-up with an offshore customer support team.
  • I have super user-level Zendesk skills and a proven track record in managing customer service operations and achieving exceptional customer satisfaction.
  • A bachelor’s degree is required, preferably in business, marketing, or a related field.
  • Strong leadership and communication skills, capable of motivating and guiding a team.
  • Excellent problem-solving abilities, with a strategic and analytical approach to operations.
  • Ability to thrive in a fast-paced and dynamic environment.
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Technology we use

  • People Operations
    • SlackCollaboration
    • ZoomCollaboration

An Insider's view of M13

What are some social events your company does?

At least twice a year, M13 gets the team together for a week full of internal events and team building that we call "Dock-in". We have events such as trivia, scavenger hunts, ropes course, and team dinners, but the goal is ALWAYS to have fun and build connections outside of work.


Mission Control

How does the company support your career growth?

I’m given the room and the support to tackle really challenging problems. I’ve grown twice as much in my 5 months at M13 than I had in 2 years at my previous position because I am trusted and encouraged to learn by doing.


Community Coordinator

What is your vision for the company?

When Carter and I were starting M13, we knew the world didn’t need just another venture capital firm. Starting a platform, with an approach that’s designed to evolve venture capital? That’s really exciting. The opportunity to have a different value prop for our companies and for the people joining our platform energizes me every day.

Courtney Reum


What are M13 Perks + Benefits

M13 Benefits Overview

Opportunity to Learn: Work directly for and with an M13 Founding Partner and serial entrepreneur in a high impact role
Comprehensive Health Package - Medical, dental, and vision plans that are thoughtful and supportive of the needs of each M13 employee
Open PTO Policy - We're focused on healthy work/life balance and therefore set no firm guidelines as to how much time off each employee is permitted to take
Investment in Your Future - Employee Profit Sharing Program and 401(k) Retirement Plan with matching for all employees. Many more excellent perks available within our comprehensive benefits program

Volunteer in local community
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Flexible work schedule
Remote work program
Documented equal pay policy
Highly diverse management team
Mandated unconscious bias training
Mean gender pay gap below 10%
Hiring practices that promote diversity
Health Insurance + Wellness
Flexible Spending Account (FSA)
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Financial & Retirement
401(K) matching
Performance bonus
Child Care & Parental Leave
Generous parental leave
Family medical leave
Vacation + Time Off
Unlimited vacation policy
Generous PTO
Paid holidays
Paid sick days
Flexible time off
Bereavement leave benefits
Company-wide vacation
Office Perks
Commuter benefits
Company-sponsored outings
Free daily meals
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Onsite office parking
Pet friendly
Fitness stipend
Home-office stipend for remote employees
Professional Development
Job training & conferences
Promote from within
Mentorship program
Customized development tracks
Paid industry certifications

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