Customer Support Manager

Remote

Found is transforming personalized weight care with an evidence-based platform that combines modern medicine, behavior change support, personalized coaching, and a supportive community. Since launching in 2019, Found has served over 250,000 patients across the U.S., making high-quality, affordable treatment more accessible while reducing healthcare costs for consumers, employers, and payors. Backed by $130M+ from top investors including Atomic, GV, WestCap, IVP, TCG, and Define Ventures, Found is redefining how personalized weight care is delivered at scale.

What You’ll Do:

  • Team Leadership & Development:
    • Foster a customer-centric culture within the support team, promoting high performance, accountability, and collaboration.
    • Build and nurture a cohesive, results-driven team through coaching, training, and performance management.
  • Customer Success & Support Operations:
    • Own and manage the daily operations of the customer support team, ensuring that service delivery meets or exceeds established KPIs.
    • Develop and implement strategies to scale customer support operations while maintaining high quality.
    • Oversee the development and refinement of internal processes, workflows, and tools to streamline customer support delivery.
    • Partner with cross-functional teams (e.g., Product, Engineering, Marketing) to iterate and improve on team processes. 
  • Problem Solving & Issue Resolution:
    • Proactively identify trends and patterns in customer issues, and work with relevant teams to address them at scale.
    • Own the customer success organization P&L, proactively seeking opportunities to drive efficiency and quality as we grow. 
  • Metrics & Continuous Improvement:
    • Set, track, and report on team performance against service-level agreements (SLAs) and other key performance indicators.
    • Continuously look for opportunities to optimize support processes and drive customer-centric innovations.
  • Stakeholder Management & Cross-functional Collaboration:
    • Collaborate with leadership teams to align customer support goals with broader company objectives.
    • Act as the voice of the customer, providing insights and feedback to improve product offerings, processes, and service quality.

 

What You’ll Bring:

  • 5-8 years of relevant experience in customer support management, ideally in high-growth, fast-paced environments.
  • Experience managing large teams and leading customer success organizations.
  • Strong ability to solve complex problems and handle high-pressure situations with professionalism.
  • Demonstrated success in implementing process improvements, driving efficiency, and scaling customer support operations.
  • Excellent communication skills, with the ability to present and influence key stakeholders at all levels of the organization.
  • Analytical mindset with experience in using data to drive decision-making and continuous improvement.
  • Ability to adapt and thrive in a rapidly changing environment while maintaining a customer-first approach.

Preferred Qualifications:

  • Experience with customer support platforms (e.g., Zendesk, Freshdesk, etc.) and CRM tools.
  • Background in SaaS, technology, or similar high-growth industries.
  • Bachelor’s degree in a relevant field or equivalent experience.

Found is an Equal Opportunity Employer.  We seek and celebrate diversity in its many forms.  If you’re excited about this opportunity but do not meet 100% of the qualifications, we encourage you to apply.

Please review our CCPA policies.

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