Support Lead

About Stellic

We’re building a future where every student can move through their education with clarity, confidence, and purpose. Our platform transforms the student experience, giving them the tools they need to make the right decisions about their degree plans, track their journey, and build an education and career path that’s truly worth it.

Stellic is a fast-growing startup backed by leading social impact investors, partnering with top institutions like Cornell, Columbia, UVA, and Ohio State to support over 1 million students across 7 countries. As we scale to serve more universities worldwide, we remain deeply committed to this mission, driven by our values, and committed to building a high-performance team that’s here to make a lasting difference on both students’ lives and higher education.

About the Role:

Stellic is seeking an exceptional Customer Support Team Lead who combines technical expertise with strategic leadership to elevate our customer support experience. In this role, you'll lead a team of Technical Support Analysts while driving process improvements, maintaining key performance metrics, and ensuring customer feedback shapes our product evolution.

Some of the things you’ll own and drive:

Team Leadership & Performance

• • Drive and maintain critical support KPIs including ticket backlog, CSAT, SLAs, and resolution times
  • Recruit, onboard, and develop Technical Support Analysts, conducting performance reviews and providing growth opportunities
  • Forecast staffing needs based on customer deployment and peak usage period projections

Technical Expertise & Development

• • Enhance the team's technical abilities through ongoing training and ticket deep dives
  • Support complex technical troubleshooting, including data validation and integration related issues
  • Champion continuous improvement in resolution speed, quality, and Stellic tone of voice

Operations & Tools Management

• • Oversee support tooling operations and maintenance
  • Lead implementation of ticketing processes to improve efficiency and customer experience
  • Develop scalable support and escalation processes that maintain quality while accommodating growth

Cross-Functional Collaboration

• • Partner with Product, Engineering, Customer Success, and other teams to transform customer feedback into product improvements, training, and implementation improvements
  • Coordinate support readiness for major feature releases including QA, documentation, and training
  • Analyze support ticket data to identify common issues and develop upstream solutions

Strategic Initiatives

• • Establish and oversee global support operations
  • Stay current with support industry trends
  • Identify new and innovative AI-driven support tools
  • Implement best practices to continually elevate the support experience

You’d be a great fit for this role if you have the following skills and experiences:

• 3+ years leading technical support teams in an enterprise SaaS environment
• Strong technical background and troubleshooting expertise
• Proven track record scaling high-performing support teams
• Exceptional analytical, problem-solving, and communication skills
• Detail-oriented with unwavering commitment to quality
• Excellent customer relationship management abilities
• Experience implementing support tools is highly valued

Why Join?

• Be part of a customer-centric team that is addressing the core issues in higher education via an expandable platform that is overwhelming loved by students and valued by administrators
• The opportunity to join at the ground level of a promising and developing organization, and build/lead a team critically responsible for its growth
• Work and learn from some of the most prominent thought leaders in higher education and SaaS
• Be part of a culture where ownership, new ideas, and creativity is celebrated
• Generous stock options in a Series A stage startup
• Flexible, outcome-based culture
• Comprehensive health insurance, with Stellic covering 99% of your premium and 75% for dependents on our base plan
• 401K and commuter benefits
• Annual international retreats in some of the most beautiful cities & towns

Compensation: $120,000 - $165,000 base salary, plus equity

Stellic is an Equal Opportunity Employer

Our company values diversity and believes diverse teams make innovation possible. We encourage all qualified applicants from any race, color, religion, sex, gender identity, sexual orientation, national origin, disability status, protected veteran status, or other characteristics to apply.