Lead and grow a customer support team while staying hands-on with customer issues.
About Rinsed
Rinsed is building the software backbone for the $15B car wash industry, helping operators shift to modern, subscription-based models. With over 3,000 car washes and 8+ million memberships already running on our platform, we’re transforming an underserved market with powerful B2B SaaS tools. Backed by VMG Technology, Founders Fund, and Bedrock Capital, we’re a small, ambitious team shaping the future of this industry.
Schedule
- Full-time, remote position
- Flexible hours with some overlap required with Customer Success leadership
- Up to 50% of the time spent actively working in Zendesk ticket queues
Responsibilities
- Lead and coach a team of 5 Customer Support Representatives
- Handle customer escalations with professionalism and urgency
- Actively manage Zendesk support tickets to stay connected with daily operations
- Monitor team performance against SLAs and KPIs, providing regular feedback
- Train and onboard new team members to ensure service consistency
- Partner with leadership to improve workflows and shape support strategy
- Collaborate with Product, Engineering, and Operations to advocate for customer needs
Requirements
- 3+ years of customer support or customer success experience
- At least 1 year in a team lead or supervisory role
- Experience with Zendesk or similar customer service platforms
- Strong problem-solving and communication skills; able to de-escalate issues with empathy
- Hands-on leadership style and willingness to stay involved in ticket resolution
- Prior experience in a fast-paced, high-growth SaaS environment is a plus
Benefits
- Salary: $128,000 – $138,000 annually
- Competitive compensation package with benefits
- Collaborative, supportive team culture
- Opportunities to shape and scale the customer support function
Happy Hunting,
~Two Chicks…