Customer Support Lead

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<p><strong>Customer Support Lead</strong></p><p><span>Vessel Vanguard | Onsite / Hybrid</span></p><p><br></p><p><span>Vessel Vanguard is hiring a high-performing </span><strong>Customer Service Lead</strong><span> to elevate the customer experience, strengthen daily operations, and help build a best-in-class support function as we scale. </span></p><p><br></p><p><span>We provide software that helps vessel owners, operators, and fleets manage maintenance, compliance, and operational readiness. Our customers operate in environments where uptime, safety, and responsiveness matter every day. </span></p><p><br></p><p><span>We are looking for a </span><strong>powerhouse operator</strong><span>—someone who thrives in a fast-paced environment, solves problems quickly, leads by example, and takes ownership from issue to resolution. </span></p><p><br></p><p><strong>The Role</strong><span> </span></p><p><br></p><p><span>This is more than a support position. The Customer Service Lead will be the front line of customer trust while helping create the systems, standards, and processes that support long-term growth. </span></p><p><br></p><p><span>You will serve customers directly while also helping shape how the department operates as the business expands. </span></p><p><br></p><p><strong>What You’ll Do</strong><span> </span></p><p><br></p><ul><li><span>Act as the primary point of contact for customer requests, questions, and escalations </span></li><li><span>Lead day-to-day customer service operations with urgency and professionalism </span></li><li><span>Troubleshoot issues and coordinate with internal teams for fast resolution </span></li><li><span>Support onboarding and early customer adoption </span></li><li><span>Improve response workflows, service standards, and internal processes </span></li><li><span>Identify recurring issues and partner with leadership on solutions </span></li><li><span>Help train future team members as the support organization grows </span></li><li><span>Deliver a world-class customer experience that drives retention and trust </span></li></ul><p><br></p><p><strong>What Success Looks Like</strong><span> </span></p><p><br></p><ul><li><span>Fast, professional response times </span></li><li><span>High customer satisfaction and retention </span></li><li><span>Strong ownership of escalations and issue resolution </span></li><li><span>Improved internal processes and customer communication </span></li><li><span>A scalable customer service function ready for growth </span></li></ul><p><br></p><p><strong>What We’re Looking For</strong><span> </span></p><p><br></p><ul><li><span>3+ years in customer service, customer support, client success, or service operations </span></li><li><span>Prior leadership, mentorship, or senior-level ownership experience preferred </span></li><li><span>Exceptional communication skills (written and verbal) </span></li><li><span>Strong problem-solving instincts and calm under pressure </span></li><li><span>Highly organized with excellent follow-through </span></li><li><span>Self-starter who thrives in accountability-driven environments </span></li><li><span>Comfortable working in a growing company where priorities move quickly </span></li></ul><p><br></p><p><strong>Bonus Points</strong><span> </span></p><p><br></p><ul><li><span>SaaS or software support experience </span></li><li><span>Maritime, marine, aviation, or regulated-industry experience </span></li><li><span>CRM / ticketing system experience (HubSpot, Zendesk, etc.) </span></li><li><span>Experience building or improving support processes </span></li></ul><p><br></p><p><strong>Why Join Vessel Vanguard</strong><span> </span></p><p><br></p><ul><li><span>Opportunity to make immediate impact in a growing company </span></li><li><span>Direct visibility with leadership </span></li><li><span>Clear path into Customer Success, Operations, or Management leadership </span></li><li><span>Strong team momentum and meaningful product-market need </span></li><li><span>Ability to help build a department, not just fill a seat </span></li></ul><p><br></p><p><strong>Growth Opportunity</strong><span> </span></p><p><br></p><p><span>This is an ideal role for someone who wants to lead, grow, and advance with the company. We are looking for someone who can own today’s customer experience while helping shape tomorrow’s team. </span></p><p><br></p><p><span>If you are sharp, dependable, customer-focused, and ready to lead from the front—we’d like to hear from you. </span></p>

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