Customer Support Lead

About the Role Wander is launching a new business unit — Wander Sites — and we’re looking for an experienced Customer Support Lead to build and manage customer support operations for this next chapter of the company. You’ll handle inbound customer inquiries while designing the processes, tools, and documentation that define how Wander Sites delivers world-class support. You’ll collaborate closely with the broader Wander Product, Engineering, and Operations teams, but you’ll own the support motion for Sites end to end — creating the structure that scales as the business grows. What You’ll Do Manage and resolve inbound customer requests for Wander Sites through chat, email, and helpdesk tools. Develop and refine support processes, SLAs, and escalation paths. Create and maintain customer-facing help center content and internal documentation. Partner with Product and Engineering to identify and escalate bugs or workflow issues. Analyze trends in support requests and provide actionable insights to improve product experience. Evaluate and implement support tooling (Zendesk, Intercom, Help Scout, etc.). Define and track KPIs such as response time, resolution rate, and customer satisfaction (CSAT). What You Bring 3–5+ years in customer support at a B2B SaaS company . Experience standing up support processes or teams in an early or growth-stage environment. Strong communication skills with empathy, clarity, and attention to detail. Technical aptitude for understanding product workflows and troubleshooting issues. Comfort collaborating cross-functionally in a fast-paced environment. Bonus Points For Experience in Property Management, Vacation Rentals, or Hospitality SaaS . Background in fast-scaling startups or new business launches. Familiarity with self-service support systems (knowledge bases, automations, chatbots). A passion for creating customer experiences that blend hospitality and technology. Why This Role You’ll play a critical role in shaping how Wander Sites supports customers — balancing the agility of a startup launch with the backing and stability of Wander’s brand. This is a chance to build a scalable support operation from the ground up, while staying close to customers and their day-to-day experience.