Customer Support Lead

Laurel’s Mission to Return Time:

We’re a team that is connected by time. Life has taught us its true value and finite nature. We value every minute and are on a mission to return time. And we live and breathe that mission in everything we do — from how we build our product that saves our customers time to how we operate as a company. 

Come work with a team that’s intelligent yet humble, visionary yet gets things done. A team that’s only getting started at cracking a problem that affects every person who uses a screen to work. 

Come build a company that will stand the test of time as we look to understand time itself. 

We all waste a staggering amount of time at work (~33%) because we have no idea where we are spending it. Worse yet, we continue to operate in a factory model that simply does not apply to creative work. Our big bet is that by understanding time, we’ll be able to move away from it as a unit of value. In the future knowledge economy (lawyers, accountants, engineers), contributions will be assessed on value added, not the underlying time spent adding it.

Ambitious mission to say the least, so where are we starting? We have created a new market category called Time Automation that automates the timekeeping process for professionals and allows us to collect time data at scale. Before Laurel, professionals had to manually record every six minutes of their day into antiquated timekeeping software. Not anymore. We are moving away from a world in which humans tell a machine what they did at work, to our version of the world in which the machine tells the human.

We are looking for individuals who share our passion of returning time. Come join us on our journey as we spend time solving time.  It will be a long road but if we’re even half right, we’ll change the way work is measured and performed forever.

Customer Support Lead

Job Description
(est. reading time: 5 mins)

Our mission is about returning time. To return yours, we’ve gone ahead and provided the answers to the questions we think you should be asking us. For more details, read on.

About the Role

The Customer Support Lead will play a critical role in leading the small, but critical customer support function at Laurel. This person will own customer support at Laurel end-to-end and will be responsible for improving the customer support experience now and building the customer support function at Laurel for the future. The ideal candidate has tech startup support experience, takes an extreme ownership mindset, and is equally excited about digging into the weeds of support tickets as they are about developing strategies to improve customer experience. 

Core Duties

1. Customer Support Strategy:
• Develop and implement customer support strategies aligned with company goals.
• Continuously analyze support metrics and feedback to identify areas for improvement.
• Create and maintain support documentation and knowledge bases.
2. Customer / User Interaction and Issue Resolution:
• Oversee the handling of all customer inquiries, complaints, and escalations in a timely and professional manner. 
• Ensure customer issues are resolved effectively and efficiently.
• Implement and maintain systems for tracking and managing customer interactions.
3. Product Feedback and Collaboration:
• Act as a liaison between customers and the product development team.
• Gather and communicate customer feedback to inform product improvements and updates.
• Participate in product development meetings to represent the voice of the customer.
4. Process Improvement:
• Identify and implement process improvements to enhance the customer support experience.
• Collaborate with other departments to ensure seamless customer service across all touchpoints.
• Stay up-to-date with industry best practices and emerging trends in customer sup port.

Teammates

• VP of Customer Experience (direct manager)
• Account Managers

Skills and Experience 

• Bachelor's degree in Business, Communications, or a related field; or equivalent work experience.
• 5+ years of experience in customer support.
• Excellent communication and interpersonal skills and experience collaborating closely with Product teams.
• Proven ability to develop a