Customer Experience Lead

About CommentSold CommentSold is America’s #1 live selling SaaS platform, helping creators turn their audiences into engaged communities and thriving businesses. With over 50 team members already based in India. Pop.store is the fastest-growing AI-native commerce platform for creators, enabling them to turn content into conversions across Instagram, TikTok, and YouTube. We empower creators and brands with cutting-edge tools to scale their commerce efforts through high-performing, creator-native content.

In This Role, You Will:

• Become a product subject-matter-expert for one or more specifically assigned product(s) (i.e., Videeo for Shopify (VFS), PopshopLive (PSL), Pop.Store, or CommentSold Core), ensuring all product questions and escalations are resolved
• Act as the point of escalation for major technical issues across the assigned product
• Prioritize critical issues, provide direction, and ensure appropriate internal and external support is delivered in a timely and effective manner
• Act as point-of-contact for internal support questions and ensure timely resolution (Support Channel)
• Track and communicate product updates
• Champion product changes for support based on support data; identify opportunities for product improvements and escalate appropriately to the Product team, including both internal and external requests
• Work tickets; manage the bug escalation process for Customer Support — ensure all tickets are created correctly, followed up as necessary, and status updates are maintained
• Host multiple weekly initial setup/onboarding webinars with new customers of the product, as required
• Prepare and present weekly reporting on your assigned product area, including key metrics, escalations, trends, customer feedback insights, and recommended action items

If You’re Right for This Role, You:

• Have 3+ years of experience as a customer support specialist in a technical product environment; live chat experience preferred
• Have experience building proactive support programs and collecting customer feedback to deliver exceptional customer service
• Have professional experience working with Product teams to deliver feedback and support needs
• Have demonstrated understanding of technical products and a technical support process
• Have experience with e-commerce, marketing technology, and/or SaaS (preferred)
• Have experience using helpdesk software and remote support tools such as Intercom and Zendesk
• Have demonstrated understanding of CRM systems
• Are an excellent communicator with strong independent problem-solving skills
• Are a strong team player who actively seeks feedback, adapts practices, and continuously learns and evolves
• Have the ability to manage time, projects, stress, and conflict effectively
• Have experience in a remote-first role — not only have you done it, but you thrive in it