Technical Support Lead
About Profound
Profound is an NYC-based AI startup helping brands measure and improve their visibility in AI platforms such as ChatGPT. We partner with some of the biggest brands and marketing agencies, including companies like MongoDB, Indeed, Mercury, DocuSign, Zapier, Ramp, Rho, Golin, Workable, Mejuri, Eight Sleep, G2, US Bank, Chime, and Clay.
We recently raised a $35 million Series B funding round led by Sequoia Capital, with continued backing from venture capital firms Kleiner Perkins, Khosla Ventures, Saga VC, and South Park Commons, as well as angel investors including Guillermo Rauch (Vercel) and Andrew Karam (Applovin).
Learn more at tryprofound.com.
About the Role
We’re looking for a Technical Support Lead to join our growing team. This role is ideal for someone who thrives at the intersection of customer support, technical problem-solving, and product insight. You’ll guide customers through onboarding and API integration, field live support requests, and help shape our product by surfacing usability gaps and documentation improvements.
What You’ll Do
Lead and mentor Customer Support Representatives, ensuring quality, consistency, and customer-first service.
Build and maintain clear, accessible documentation (knowledge base, guides, FAQs).
Manage support workflows for timely resolutions, smooth communication, and effective escalations.
Partner with Product, Engineering, and Customer Success to resolve issues and amplify customer feedback.
Track and improve performance metrics (response time, resolution rate, CSAT).
Oversee onboarding, training, and ongoing development for support team members.
Act as the point of escalation for complex issues.
Who You Are
Experience in technical support or customer service with a track record of building strong teams.
Clear communicator who makes complex information accessible.
Organized and detail-oriented, yet adaptable in fast-moving environments.
Skilled mentor who enjoys coaching and developing others.
Comfortable using data to measure performance and drive improvements.
Customer advocate passionate about delivering seamless support experiences.
Who You Are
Experience with CDN, analytics, or dashboarding tools
Ability to build basic reporting scripts or data visualizations
Previous contributions to documentation or internal knowledge bases
Average salary estimate
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