Customer Support Lead

San Francisco, CA
Full Time
Mid Level

Customer Support Lead

Location: San Francisco, CA (Hybrid – 3 days on-site, 2 remote)
Employment Type: Full-time
Reports To: Sr. Customer Success Manager
 

About Radius Agent

Radius Agent is a modern real estate platform transforming how agents, brokerages, and clients connect and succeed. With a tech-forward approach and a people-first culture, we empower real estate professionals with the tools, support, and community they need to grow their business. We’re scaling quickly and looking for team members who are driven, collaborative, and excited to bridge the gap between customer needs and innovative product solutions.

Role Overview

As our Customer Support Lead, you’ll build and oversee our customer support function from the ground up. This is both a strategic and hands-on role where you’ll lead a small team, manage workflows, and elevate the agent experience through thoughtful support and enablement. You’ll train and optimize our AI assistant (Mel), deliver live product demos, and ensure that customer feedback translates into actionable product improvements.

The ideal candidate is relationship-driven, tech-forward, and passionate about helping customers succeed. You’ll thrive at the intersection of people and product — ensuring support is seamless while empowering our agents to fully leverage Radius Agent’s tools.

Responsibilities

Team Leadership & Support Management

  • Lead, coach, and inspire the customer support team to consistently deliver high-quality service.

  • Develop onboarding, training, and workflow materials to streamline support operations.

  • Ensure response time and resolution targets are met across all channels.

AI Training & Documentation

  • Train and refine Mel, our internal AI assistant, to resolve tickets effectively.

  • Maintain and expand internal and customer-facing knowledge base content.

Product Demos & Enablement

  • Conduct live product walkthroughs and demos for agents and internal teams.

  • Partner with Sales and Customer Success to support agent adoption and enablement.

Support Operations & Escalations

  • Manage the support queue, triage incoming tickets, and handle escalations.

  • Monitor patterns in inquiries and ensure consistent, high-quality support.

Customer Insights & Product Collaboration

  • Surface recurring product issues and trends to the Product team.

  • Help prioritize product improvements based on customer impact.

Qualifications

  • 3+ years in technical support, customer success, or onboarding — ideally in SaaS or a tech-forward environment.

  • Experience delivering live demos, onboarding sessions, or product walkthroughs.

  • Strong communication and presentation skills with a customer-first mindset.

  • Prior experience leading or mentoring a support team.

  • Technically curious; quick to learn new platforms and explain them simply.

  • Familiarity with tools like Intercom, Confluence, and HubSpot.

  • Highly organized, responsive, and adaptable in a fast-paced environment.

Preferred Qualifications

  • Experience training or optimizing AI tools for support workflows.

  • Background in real estate tech, agent platforms, or customer-facing SaaS.

  • Confidence using tools like Notion, Loom, or Google Meet for training and education.

Compensation & Benefits

  • Salary Range:

    • $85,000 – $95,000 (entry-level range for smaller markets)

    • $100,000 – $115,000 (typical range)

    • $120,000 – $125,000 (high-cost markets or advanced AI support expertise)

  • Health, dental, and vision coverage with up to 85% employer contribution for employees and 50% for dependents

  • PTO accrual system with generous paid time off

  • Paid holidays, including floating holidays

  • 401(k) with company match

  • Equity options

  • Hybrid schedule (3 days on-site in San Francisco)

  • Career growth opportunities in a fast-scaling company

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