EvenUp is looking for a Lead Technical Support Analyst to ensure day-to-day operational excellence and build scalable support processes within our mission-driven company. You’ll serve as a hands-on leader, resolving complex customer issues while developing the team and systems that help level the playing field.
What You'll Do
- Provide mentorship to technical support analysts, including daily oversight, performance coaching, and professional development.
- Triage, prioritize, and resolve escalated customer issues, ensuring timely and effective resolutions.
- Collaborate with cross-functional teams (Product, Engineering, Legal Ops) to relay customer feedback and assist in identifying and resolving systemic issues.
- Develop and refine support processes to improve efficiency, consistency, and scalability.
- Create and maintain internal documentation, FAQs, and knowledge base articles to support both internal staff and end users.
- Track support metrics and team performance, using data to inform decision-making and process improvements.
- Support onboarding and training of new analysts and assist in hiring as the team grows.
- Champion a culture of empathy, accountability, and continuous improvement within the support organization.
What We're Looking For
- Secondary education in a relevant field (e.g., Information Technology, Business, Legal Studies) or equivalent experience.
- 3+ years of experience in a customer support function, preferably in a SaaS environment.
- Strong technical troubleshooting skills and a customer-first mindset.
- Proven ability to build and optimize support workflows and documentation systems.
- Excellent verbal and written communication skills, with an ability to translate technical language into user-friendly terms.
- Experience using support platforms such as Zendesk, Intercom, Freshdesk, or similar.
Nice to Have
- Familiarity with legal software, legal operations, or legal tech.
Technical Stack
- Zendesk
- Intercom
- Freshdesk
Team & Environment
You will lead a group of support analysts, fostering a team culture aligned with our mission to level the playing field for personal injury victims.
Benefits & Compensation
- Choice of medical, dental, and vision insurance plans for you and your family.
- Flexible paid time off.
- 10 US observed holidays, and Canadian statutory holidays by province.
- A home office stipend.
- 401(k) for US-based employees.
- Paid parental leave.
- Sabbatical program.
- A meet-up program to get together in person with colleagues in your area.
Work Mode
This is a hybrid position based in San Francisco or Toronto.
EvenUp is an equal opportunity employer. We are committed to diversity and inclusion in our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
