The Role:
We’re looking for a Customer Success & Support Lead to help own the customer experience across customer success, support, and escalations.
This is a hands-on role for someone who is equally comfortable building strong customer relationships, coordinating across internal teams, and digging into technical issues when something goes wrong. You’ll be a trusted partner to our customers while also helping our team understand what customers are experiencing, where problems are coming from, and how we can improve.
You won’t be expected to be a software engineer, but you should be technically curious and comfortable investigating issues beyond the surface level. You should be able to reproduce problems and ask the right technical questions, and work effectively with engineering to identify root causes.
We’re looking for someone who is calm under pressure, strong with people, highly accountable, and willing to jump in wherever needed to make customers successful.
Responsibilities:
Own customer relationships. Build trusted relationships with customers, understand their goals,



and help them get meaningful value from the product.
Drive customer success. Proactively identify risks, adoption challenges, and opportunities to help customers use the product more effectively.
Support customers hands-on. Help respond to customer questions and issues, particularly when they require more context, coordination, or investigation.
Lead escalations. Take ownership of high-priority or sensitive customer issues, keep customers informed, coordinate internal teams, and drive issues through resolution.
Investigate technical issues. Reproduce problems, gather relevant information, inspect system behavior, and help narrow down root causes before or alongside engineering involvement.
Translate between customers and engineering. Turn customer-reported problems into clear, actionable technical context and explain technical issues back to customers in an understandable way.
Coordinate across

📌 Customer Success (México)
🏢 Nir-yu
📍 México