SaaS Customer Support and Success Lead (Atlanta)

Location:

Atlanta, GA (Preferred)

Job Type:

Full-Time W-2

About RunLoyal:

RunLoyal is a leading SaaS platform revolutionizing the pet care industry, empowering pet businesses to streamline operations, increase revenue, and deliver world-class customer experiences. We are passionate about building innovative solutions and helping pet care providers thrive.

Role Overview:

We are seeking a versatile Customer Success and Operations Specialist who will lead support delivery, manage offshore support teams, document scalable processes, and act as the voice of the customer. This role is critical in delivering smooth operations, exceptional engagement, and consistent customer-facing documentation while maintaining internal process efficiency.

What Youll Do: Customer Support Operations & Escalation Management

Manage day-to-day Level 1 /Level 2 customer support operations via Freshdesk, email, phone and chat.

Ensure SLA adherence, high-resolution quality, and continuous improvement of support processes.

Own ticket routing, escalation workflows, and resolution documentation.

Perform regular QA reviews and weekly reviews of support trends and escalations.

Collaborate with U.S.-based team to handle high-priority escalations and customer concerns in a timely and empathetic manner.

Hiring, Training & Managing Offshore Support Teams

Lead recruitment, onboarding, and performance management of offshore support team members.

Build and enforce structured training, QA rubrics, and performance evaluation processes.

Set weekly and monthly support goals for the team and ensure adherence to RunLoyals support and quality standards.

Ensure consistent communication with the U.S. team to align support availability with business needs across time zones.

Support Playbook & Documentation Ownership

Create and maintain comprehensive support playbooks and SOPs to guide internal support operations.

Continuously document FAQs, troubleshooting guides, escalation procedures, and feature walkthroughs.

Ensure all internal and external-facing documentation (e.g., help center, knowledge base) remains up to date with product releases.

Work with product and success teams to ensure seamless customer experiences and self-service enablement.

Customer Feedback, NPS, and Audit Participation

Conduct and participate in customer audit calls to understand sentiment and collect qualitative insights.

Manage and report on NPS trends, customer satisfaction surveys, and follow-ups.

Aggregate structured feedback to share with product and operations leadership for roadmap insights.

Reporting and Customer Operations Metrics

Maintain dashboards and reports tracking key customer operations metrics: ticket volume, resolution time, CSAT, NPS, escalations.

Report on offshore team productivity, training completion, and adherence to RunLoyal SOPs.

Collaborate with the leadership team to present insights and recommendations during weekly and monthly reviews.

Customer Success Insights & NRR/GRR Growth Support

Track retention, renewal, and upsell opportunities through usage and engagement analysis.

Identify risks and opportunities to grow Net Revenue Retention (NRR) and Gross Revenue Retention (GRR).

Partner with onboarding and success teams to ensure smooth handoffs and long-term customer health.

What You Bring:

5+ years of experience in SaaS customer support, success and operations roles.

Experience managing offshore teams in India is highly preferred.

Strong documentation and SOP creation experience, ideally in a B2B SaaS environment.

Proficient in tools like HubSpot, Freshdesk, Excel/Google Sheets, and internal documentation tools.

Excellent written and verbal communication skills in English.

Data-driven mindset with the ability to track and report on KPIs like CSAT, NPS, and retention.

Detail-oriented, proactive, and highly accountable.

What We Value:

Customer-Centricity: Every interaction should drive client success.

Attention to Detail: Excellence lies in the small things.

Accountability & Ownership: Take initiative, own results, and celebrate wins.

Continuous Improvement: Always seeking better ways to serve clients and scale impact.

Curiosity: Embrace learning and adapt with changing needs.

Fearlessness: We are bold, honest, and open to challenging assumptions.

Why Join RunLoyal:

Opportunity to work with a rapidly growing SaaS platform shaping the pet care industry.

Dynamic, fast-paced environment with opportunities for career advancement.

Work with a passionate, collaborative, and forward-thinking team.

Competitive compensation and long-term growth potential.

How to Apply:

Send your resume and a brief cover letter to [email protected] with the subject line Customer Success Specialist [Your Name].

RunLoyal is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all team members.