Team Lead - Customer Support

About the Role

Responsive is looking for a Team Lead – Support Operations to help scale a modern, AI-first support organization. This role leads day-to-day support execution while driving efficiency, quality, and automation across our support function using DevRev.

You’ll play a key role in improving how work flows through Support, enabling teams with the right tooling and insights, and partnering closely with Engineering, Product, and Customer Success to deliver a strong customer experience.

About Responsive

Responsive, formerly RFPIO, is the market leader in a growing category of SaaS solutions called Strategic Response Management. More than 2,000 customers, including Google, Microsoft, Blackrock, T.Rowe Price, Adobe, Amazon, Visa and Zoom, are using the Responsive platform to manage business critical responses -including bids, questionnaires, assessments, and trust centers - that impact nearly half of a company's revenue. More than 35% of cloud SaaS leaders and more than 20 of the Fortune 100 standardize on Responsive, and the company has been voted "best in class" by G2 for 24 quarters straight. Customers have used Responsive to close more than $750B in transactions to-date. To learn more, visit responsive.io.

What We’re Looking For

  • 5–7 years of experience in Customer Support or Support Operations
  • 2+ years in a team lead or people leadership role
  • Hands-on experience with DevRev, Zendesk, or similar support platforms
  • Strong operational mindset with the ability to use data and metrics to drive decisions
  • Comfortable leading through change in a fast-paced, evolving environment
  • Excellent communication and cross-functional collaboration skills

Nice to Have

  • Experience in B2B SaaS or enterprise software
  • Exposure to AI-driven support tools or automation platforms
  • Data driven decision making
  • Familiarity working with Engineering teams in Agile environments
  • Experience supporting distributed or global teams
  • Adept in drafting SOPs and Change Management initiatives

What You’ll Do

  • Lead daily support operations, ensuring SLA adherence and high-quality customer outcomes
  • Own ticket flow, prioritization, and backlog health across L1–L3
  • Serve as the escalation point for complex or high-impact customer issues
  • Drive strong adoption of DevRev workflows, dashboards, and automation
  • Identify opportunities to improve efficiency through AI, automation, and self-service
  • Track and act on key support metrics such as FRT, MTTR, CSAT, and backlog aging
  • Coach and mentor support team members to drive performance and growth
  • Partner with Engineering, Product, Enablement and Customer Success on escalations and improvements

Why This Role Matters

  • You’ll help shape how Support scales in an AI-first world
  • You’ll work closely with product and engineering on real operational impact
  • You’ll influence tooling, automation, and process—not just manage tickets
  • You’ll be part of a team modernizing support with DevRev at the core