Customer Support Lead

Join to apply for the Customer Support Lead (SaaS | Construction Tech) role at BuildPass About BuildPass At BuildPass, we’re building the world’s smartest operating system for construction to drive safer, more efficient job sites. AI is at the core of our mission to digitise one of the world’s largest and least tech-enabled industries. After raising a AUD$7.5M Seed in 2024, we’re growing ~10% month over month. Job Summary Customer Support Lead – BuildPass – Full-time – Hybrid | Richmond, Australia About The Role This is a player-coach role leading Customer Support at BuildPass. You’ll be hands-on with customers while building and managing our global support function. You’ll run our overseas support operations, hire a local team in Melbourne, and create the foundation for a world-class customer experience at scale. You’ll report directly to our Customer Success Lead and work closely with Product, Engineering, and Customer Success to ensure every interaction makes BuildPass better. You’ll start in the trenches – responding to support requests, debugging issues, and becoming a BuildPass product expert who can resolve complex problems. At the same time, you’ll set the standards, processes, and systems that let us support 10x more customers without 10x more people. That includes documentation, self-serve resources, and AI-powered workflows that make support fast and delightful. You’ll be the voice of the customer, identifying patterns, advocating for fixes, and translating insights into our product roadmap. You’ll define the quality bar for response times, resolution rates, and customer satisfaction — measure it, improve it, and never settle for good enough. You’ll collaborate across Melbourne, Austin, Latin America and the Philippines, flexing your hours at times to work across time zones. What You'll Do Be hands-on with customers – respond to support requests, debug issues, and understand every pain point firsthand. You’ll become a BuildPass product expert and the go-to person for complex customer problems. Build and lead our support team – manage our overseas support team and hire for local support in Melbourne. Set standards, build processes, and create a culture where support is a competitive advantage, not a cost centre. Create scalable systems – build the infrastructure to support 10x more customers without 10x more people, including documentation, self-service resources, AI-powered tools, and workflows that are fast and delightful. Be the voice of the customer – act as the conduit between customers and Product. Identify patterns, advocate for fixes, and ensure customer feedback drives our roadmap. Set the quality bar – define what great support looks like, including response times, resolution rates, and customer satisfaction; measure and continuously improve. Work across time zones – collaborate with our global team in Melbourne, Austin, and the Philippines. Some calls may be outside standard hours; we flex up when needed and flex down in return. What You'll Bring To The Team You've led support before – built or scaled a support function, ideally at a B2B SaaS company; you’ve hired and managed teams and led from the front. You're both strategic and hands-on – able to build a support roadmap and jump into the product to help a customer right now. You're obsessed with customer experience – care about making customers successful and turning frustrated customers into advocates. You're a systems thinker – comfortable building processes, documentation, and automation for leverage and scalability. You're a student of technology – excited about AI’s impact on support; construction knowledge is a bonus but not required. You value signal over noise – prioritise sanity and quality over busywork. You're allergic to politics – focused on team success and meaningful impact across your formative years. Why BuildPass Construction is transforming - and BuildPass is leading that change. You’ll gain first-hand exposure to how a startup scales globally and how AI is reshaping the way construction operates. We Also Offer Equity potential through our Employee Share Option Plan (ESOP) ☕ Central Richmond office – right behind Richmond Station, great cafés nearby, and a proper espresso machine Team culture – quarterly celebrations, team lunches, and offsites