About the role

About The Meridiem

The Meridiem is a fast-growing tech journalism platform delivering essential coverage of AI, startups, venture capital, cybersecurity, and enterprise technology. We provide morning briefings and evening analysis to a rapidly expanding subscriber base of tech professionals, founders, and investors. Backed by Series A funding, we are scaling our team to match our ambition of becoming the go-to source for technology news and insight.

Role Overview

We are looking for a Customer Support Lead to build and manage our subscriber support function from the ground up. You will own the end-to-end support experience for our readers, from establishing processes and tooling to hiring and leading a small team. This role sits at the intersection of product, editorial, and growth — your work directly impacts subscriber retention and brand loyalty.

Key Responsibilities

• Build, hire, and manage a customer support team of 3-5 specialists as the subscriber base grows.
• Design and implement support processes, workflows, and escalation paths that scale with the business.
• Own SLA management across all support channels (email, chat, social), targeting sub-4-hour first response times.
• Develop and maintain a comprehensive knowledge base and FAQ resource for subscribers and internal teams.
• Resolve complex subscriber issues including account access, billing disputes, newsletter delivery, and content inquiries.
• Establish and track key support metrics (CSAT, first response time, resolution time, ticket volume) and report regularly to leadership.
• Collaborate with the product and engineering teams to surface recurring bugs and feature requests from subscriber feedback.
• Create internal documentation and training materials for support team onboarding.
• Manage support tooling selection, implementation, and optimization (e.g., Intercom, Zendesk, or similar).
• Partner with the editorial and growth teams to ensure smooth subscriber communication during launches, outages, or major content events.
• Develop subscriber retention strategies by identifying at-risk accounts and proactively addressing concerns.

Requirements

• 4+ years of experience in customer support, with at least 1 year in a team lead or management role.
• Proven ability to build support processes and documentation from scratch in a startup or high-growth environment.
• Strong written communication skills — you will represent The Meridiem's voice in every subscriber interaction.
• Experience with support platforms (Zendesk, Intercom, Freshdesk, or equivalent).
• Comfort with subscription and SaaS business models, including billing and payment issue resolution.
• Data-driven mindset with experience tracking and improving support KPIs.
• Ability to work autonomously in a remote-first, fast-paced environment.
• Empathy, patience, and a genuine desire to help people.

Nice-to-Have

• Experience supporting a media, publishing, or newsletter product.
• Familiarity with email deliverability issues and newsletter platforms (e.g., Beehiiv, Substack, Mailchimp).
• Background in tech or journalism industries.
• Experience with CRM tools and subscriber lifecycle management.
• Multilingual communication abilities.

What We Offer

• Competitive salary with equity options in a Series A startup.
• Fully remote work with flexible hours.
• Health, dental, and vision benefits.
• Generous PTO and company-wide recharge days.
• Annual learning and development budget.
• Early-stage opportunity to shape the support function and grow into a Director-level role.
• Direct access to leadership and influence on product decisions.

How to Apply

Send your resume and a brief cover letter to support@themeridiem.com with the subject line "Customer Support Lead Application." In your cover letter, describe a time you built or significantly improved a support process and the impact it had. We review applications on a rolling basis and aim to respond within one week.