As Hive’s Customer Support Lead, you’ll take the lead on the day-to-day operations of our Support function. This is a hands-on role where you'll engage directly with customers across chat, email, and phone. But your impact doesn’t stop there, you’ll also be responsible for making improvements behind the scenes that ensure every customer and internal Hive teams have a smooth, positive experience with our platform. You will optimize support workflows, enhance documentation, and leverage AI and LLM-based tools to increase efficiency and scale.
This role reports directly to the VP of Customer Success and includes management responsibilities for international support resources. You’ll collaborate closely with teams across Customer Success, Product, Engineering, Finance, and Operations.
This is a hybrid role based in New York City, with preference for candidates who can join us in our Manhattan office at least 3 days per week.