What You'll Do
As Lace grows rapidly, we're looking for a Customer Support Lead to take our support operations to the next level.  you'll be our first support manager in Sofia, helping us build and lead a support team from the ground up.  this role is both technical and strategic.  You'll guide the team's daily execution while improving systems, triage flows, tooling and SLAs.  You'll also partner cross-functionally with engineering, CS, and product to ensure we're delivering exceptional support at scale.

Responsibilities
Manage and mentor a growing team of Customer Support Specialists in Sofia
Help define and enforce operational processes for ticket triage, escalation, and resolution
Own support tooling configuration and improvements (Jira, Pylon)
Lead the definition and tracking of key support KPIs (time to resolution, CSAT, backlog volume, etc.)
Maintain SLAs and team coverage plans for US-based clients
Participate in complex troubleshooting alongside the team and Engineering
Hire, onboard, and develop high-performing support talent
Lead the creation and maintenance of our knowledge base and internal docs
Own and evolve support team scheduling, workflows, and communication norms


What You Bring
5+ years in customer support with 1–3 years of management or team leadership experience
Exceptional written communication skills in English, with an ability to coach team members on clear and effective customer communication
Experience running support operations in a fast-paced startup or SaaS business
Strong technical acumen and hands-on experience working with APIs, integrations, or debugging tools
Fluency with support tooling like Jira, Intercom, Zapier, Pylon, Zendesk or similar
Analytical mindset with comfort of using metrics to guide decision-making
Empathetic leader with a bias for action and clarity under pressure
Comfortable collaborating across global teams and time zones
Bonus: experience supporting AI products or Home Services tech