Customer Success & Support Lead

CALLVIA – Customer Success & Support Lead About Callvia Callvia is an AI-powered appointment setting platform helping businesses automate outreach and book more appointments through AI voice agents. We are looking for a Customer Success & Support Lead who will become the foundation of our customer experience team. This role will start by handling support and customer communication and has the opportunity to grow into managing an entire support department as the company scales. Responsibilities * Manage customer support tickets * Respond to live chat inquiries * Help customers navigate the platform * Troubleshoot common user issues * Escalate technical issues to the appropriate team member * Follow up with customers regarding unresolved issues * Maintain a positive customer experience * Keep support documentation organized and updated * Communicate clearly between customers and internal teams Ideal Candidate * Excellent English communication skills * Strong problem-solving ability * Organized and detail-oriented * Comfortable learning software platforms * Able to stay calm when handling customer issues * Strong customer service mindset Nice to Have * SaaS support experience * CRM experience * Technical troubleshooting experience * Experience using ticketing systems * Experience supporting software customers Compensation * Starting budget: up to $1,000/month * Long-term growth opportunity * Potential to become Customer Success Manager and eventually lead a support team To Apply Please include: 1. Customer support experience 2. SaaS experience (if any) 3. Examples of difficult customer situations you have handled 4. Why you would be a good fit for this role