Customer Support Lead

**Job Summary**

Customer Support Lead

BuildPass

Full-time

Hybrid | Richmond, Australia

**About BuildPass**

At BuildPass, we’re building the world’s smartest operating system for construction to drive safer, more efficient job sites. AI is at the core of our mission to digitise one of the world’s largest and least tech-enabled industries. After raising a AUD$7.5M Seed in 2024, we’re growing ~10% month over month.

Our team comes from diverse backgrounds and skill sets. We don't expect you to have stepped onto a construction site. What matters most is curiosity, ambition, and a bias for action.

**About the Role**

This is a player-coach role leading Customer Support at BuildPass. You'll be hands-on with customers while building and managing our global support function. You'll run our overseas support operations, hire a local team in Melbourne, and create the foundation for a world-class customer experience at scale. You'll report directly to our Customer Success Lead and work closely with Product, Engineering, and Customer Success to ensure every interaction makes BuildPass better.

You'll start in the trenches - responding to support requests, debugging issues, and becoming a BuildPass product expert who can resolve complex problems. At the same time, you'll set the standards, processes, and systems that let us support 10x more customers without 10x more people. That includes documentation, self-serve resources, and AI-powered workflows that make support fast and delightful.

You'll be the voice of the customer, identifying patterns, advocating for fixes, and translating insights into our product roadmap. You'll define the quality bar for response times, resolution rates, and customer satisfaction — measure it, improve it, and never settle for good enough. You'll collaborate across Melbourne, Austin, Latin America and the Philippines, flexing your hours at times to work across time zones.

**What You'll Do**
- ** Be hands-on with customers** - You'll start by being in the trenches, responding to support requests, debugging issues, and understanding every pain point firsthand. You'll become a BuildPass product expert and the go-to person for complex customer problems.
- ** Build and lead our support team** - You'll manage our overseas support team and hire for local support in Melbourne. You'll set the standards, build the processes, and create a culture where support is a competitive advantage, not a cost centre.
- ** Create scalable systems** -You'll build the infrastructure that allows us to support 10x more customers without 10x more people. That means documentation, self-service resources, AI-powered tools, and workflows that make support fast and delightful.
- ** Be the voice of the customer** - You'll be the conduit between customers and Product. You'll identify patterns, advocate for fixes, and ensure customer feedback drives our roadmap. You'll know our customers better than anyone.
- ** Set the quality bar** - You'll define what great support looks like at BuildPass, response times, resolution rates, customer satisfaction. You'll measure it, improve it, and never settle for good enough.
- ** Work across time zones** - You'll collaborate with our global team across Melbourne, Austin, and the Philippines. Some calls will be outside standard hours - we flex up when needed, and flex down in return.

**What You'll Bring to the Team**
- ** You've led support before** - You've built or scaled a support function, ideally at a B2B SaaS company. You know the difference between reactive support and proactive customer success. You've hired and managed support teams. You've been in the trenches and you've led from the front.
- ** You're both strategic and hands-on** - You can build a support roadmap and also jump into Intercom to help a customer right now. You know when to build systems and when to just fix the problem. You're comfortable operating at multiple altitudes.
- ** You're obsessed with customer experience** - You genuinely care about making customers successful. You take pride in turning frustrated customers into advocates. You see every support interaction as an opportunity to build loyalty. A five-star review makes your week.
- ** You're a systems thinker** - You don't just solve problems - you solve them in a way that prevents them from happening again. You love building processes, documentation, and automation. You think in terms of leverage and scalability.
- ** You're a student of technology** - You're excited about AI and how it can transform support. You know a little about a lot in tech, and when you don't understand something that you can tell is important you're driven to learn about it. Construction knowledge is a bonus, but not required.
- ** You value signal over noise** -You don't like being busy for the sake of being busy. You prioritise sanity for yourself and people around you. You're okay to be patient and wait for great.
- ** You're allergic to politics** -You're allergic to