Build and lead the operating rhythm for Yell Social’s most complex customer issues, protecting trust while improving the systems behind support.
THE OPPORTUNITY
Help build what makes brands heard.
Build and lead the operating rhythm for Yell Social’s most complex customer issues, protecting trust while improving the systems behind support.
You’ll join a distributed team that values useful momentum, direct communication, responsible decisions, and customer outcomes. Your work will connect to a platform that brings social publishing, engagement, analytics, team workflows, and CRM intelligence into one place.
WHAT YOU’LL DO
Your responsibilities
Lead high-severity escalations from intake through resolution and executive communication.
Define service levels, incident roles, quality standards, and root-cause reviews.
Use escalation trends to improve product reliability, education, and support operations.
Protect clear ownership and communication across every customer handoff.
Use support data and customer feedback to improve knowledge and product quality.
Model calm, inclusive collaboration during urgent or ambiguous work.
WHAT YOU’LL NEED
Experience and capabilities
Leadership experience in SaaS technical support or customer operations.
Strong incident management, prioritization, and cross-functional influence.
Clear judgment and communication in urgent, high-impact situations.
Experience using service metrics without losing sight of customer context.
Strong written documentation and cross-functional communication.
Sound judgment, empathy, and composure when impact is high.
WHO YOU ARE
How you work
Solution seeker — you move toward problems with curiosity and practical judgment.
Active communicator — you listen carefully and share context before it becomes a blocker.
Accountable owner — you follow through, learn from results, and make commitments visible.
Intentional collaborator — you strengthen the work by inviting useful perspectives early.
Customer advocate — you connect daily decisions to trust and measurable customer value.
Continuous learner — you test ideas, absorb feedback, and improve without protecting ego.
REMOTE BY DESIGN
Do focused work from where you work best.
This position is remote. We build connection through clear documentation, thoughtful collaboration, and reliable overlap with the people and customers your role supports.
HOW WE HIRE
Bring your whole perspective.
Yell Social welcomes applicants with different backgrounds, experiences, abilities, and ways of thinking. If your experience does not match every line but you believe you can create meaningful impact in this role, we encourage you to apply.