Customer Success & Support Lead
Location: Boston, MA (Hybrid)
Job Type: Full-Time
Expected Hours Per Week: 40 hours per week
Pay Range: $31.50-$36.50/hr (depending on experience)
Job Description
Epitec is seeking a Customer Success & Support Lead to support an innovative venture and entrepreneurship platform serving founders and institutional partners. This is a highly visible, hands-on role where you’ll own day-to-day customer success and support operations, ensuring an exceptional experience for both individual users and partner organizations.
The ideal candidate is an organized, customer-focused professional who thrives in a fast-paced environment, excels at cross-functional collaboration, and is comfortable leveraging AI tools to improve support operations. You will serve as the central point of coordination across product, technology, program operations, and business teams to ensure every customer issue is resolved efficiently and effectively.
Responsibilities
Customer Support Operations (B2C)
- Manage the daily support inbox and ticket queue, prioritizing, resolving, and routing requests as needed.
- Provide clear, professional, and empathetic communication to users.
- Leverage AI-assisted workflows for ticket triage, response drafting, and follow-up activities while maintaining final quality control.
- Update and maintain support documentation, FAQs, and response templates.
- Ensure all tickets are tracked through resolution and users receive timely follow-up.
Partner Success (B2B)
- Serve as the primary point of contact for partner organizations and cohort programs.
- Coordinate onboarding activities including user accounts, enrollment, access management, and scheduling.
- Conduct regular partner check-ins and provide status updates.
- Manage escalations and proactively identify potential risks or opportunities.
- Build trusted relationships that contribute to long-term partner success.
Cross-Functional Coordination
- Maintain a structured customer success process across multiple business functions.
- Coordinate issue resolution across product, platform, technology, programming, and business teams.
- Monitor issue status and ensure visibility for all stakeholders.
- Analyze support trends and recurring user challenges, providing actionable insights to leadership.
- Recommend and implement process improvements to enhance customer experience and operational efficiency.
Required Qualifications
- Experience managing customer support operations using ticketing platforms such as Zendesk, Freshdesk, Jira Service Management (JSM), or similar tools.
- Strong understanding of support processes, including triage, escalation management, SLAs, and issue resolution.
- Exceptional written and verbal communication skills.
- Experience working with AI tools and automation technologies in a professional setting.
- Demonstrated ability to collaborate across teams without direct authority.
- Strong organizational skills with exceptional attention to detail.
- Ability to manage competing priorities and maintain composure in a fast-paced environment.
- Proven reliability and commitment to follow-through.
Preferred Qualifications
- Experience supporting founders, entrepreneurs, students, or program participants.
- Background in edtech, accelerators, startup ecosystems, executive education, or higher education environments.
- Experience serving as a client-facing contact for institutional partners.
- Familiarity with cohort-based programs, enrollment cycles, and program operations.
- Experience tracking operational metrics such as ticket volume, response times, and resolution rates.
Why Join Epitec?
- Opportunity to make a meaningful impact on a growing entrepreneurship-focused platform.
- Highly collaborative and mission-driven environment.
- Exposure to innovative AI-assisted workflows and emerging technologies.
- Cross-functional role with broad visibility and opportunities for growth.
- Ability to build scalable customer success processes and directly influence the user experience.
Apply today to learn more about this exciting Customer Success & Support Lead opportunity with Epitec.
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