Teams at Triple Whale

Lead and scale a technical customer support organization for a B2B SaaS product. Own frontline support, support engineering (reproductions, log diving, SQL, API debugging), bug triage, AI-first deflection using LLMs, metrics (response time, TTR, CSAT), knowledge management, and partnership with Product and Engineering. Hire, define operating model, and build global coverage.

Lead a distributed SQL team and own the end-to-end service model for custom analytics: intake, scoping, delivery, QA, documentation, and SLAs. Serve as a customer-facing technical lead, build scalable workflows and request taxonomy, partner cross-functionally, and balance customer delivery with internal platform priorities.

Provide technical, outcome-focused support for DTC customers via chat and email. Troubleshoot integrations, pixels, reporting, and AI (Moby). Use investigative skills to reproduce bugs, recommend configurations, escalate when needed, and contribute knowledge base and product feedback to improve the platform.