Team Lead - Support Excellence

About the Role

Responsive is seeking a Support Excellence Lead to help scale a modern, AI-first support organization. This role will be responsible for driving Support Insights and Intelligence, release readiness, and support-led innovation, with a strong focus on improving efficiency, quality, and automation.The Support Excellence Lead will partner closely with Program Management and QA leadership within the Support function, leveraging DevRev and other tools, systems, and best practices to enable data-driven decision-making and continuous improvement.

You will play a critical role in optimizing how work flows through Support, equipping teams with the right tooling and insights, and collaborating cross-functionally with Engineering, Product, and Customer Success to deliver a consistently 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.

Who Should Apply

This role is a strong fit if you:

  • Have experience in Customer Support, Support Operations, or Service Excellence roles
  • Are passionate about customer experience, innovation, and continuous improvement
  • Enjoy influencing standards and practices without direct QA ownership
  • Are comfortable working cross-functionally and driving change
  • Have strong communication, analytical, and leadership skills
  • Flexible to work in shifts / across shifts depending on business needs

Preferred Experience

  • Experience in a B2B SaaS environment
  • Familiarity with DevRev, Zendesk, Jira, or similar platforms
  • Exposure to AI-driven support, automation, or self-service
  • Experience working with global or distributed teams

What You’ll Do

Service Excellence & Experience Standards

Define and evolve service excellence standards for customer interactions, resolution quality, and communicationEnsure consistent adoption of service standards across Support teamsAct as an escalation partner for experience-sensitive or high-impact customer cases (without owning QA audits)

Innovation & Continuous Improvement

Identify opportunities to innovate support delivery through process improvements, AI adoption, and smarter workflowsLeverage insights from CSAT, NPS, escalations, and customer feedback to improve experience outcomesPartner with Product and Engineering to close experience gaps surfaced through Support interactions

Coaching & Influence (Non-QA)

Coach Support specialists on service excellence best practicesPartner with Enablement to influence training priorities based on experience trends (not QA scoring)Support rollout of refresher programs that reinforce service standards and customer-first behaviors

AI-First & Tooling Enablement

Promote effective use of DevRev workflows, automation, and AI-driven insights to improve customer experienceIdentify opportunities where AI or self-service can enhance support outcomesEnsure escalation readiness and intake quality in collaboration with QA and Engineering

Cross-Functional Collaboration

Act as a customer experience advocate in discussions with Product, Engineering, QA, and EnablementParticipate in retrospectives, incident reviews, and experience recovery planningInfluence roadmap discussions through customer-driven insights

What Success Looks Like (First 3–6 Months)

  • Clear, adopted service excellence standards across Support
  • Improved CSAT and customer sentiment driven by experience improvements
  • Tangible support innovations (process, AI usage, or workflows) implemented
  • Strong collaboration with QA and Enablement without role overlap
  • Visible impact on customer experience shared with Product and Engineering