Customer Support Lead

This is a fully remote position, open to applicants in Honduras.

📋 Description

• Oversee and direct the customer support team, ensuring exceptional performance and service quality.

• Manage support inquiries via phone, email, and chat.

• Develop, document, and refine standard operating procedures (SOPs) for customer support workflows.

• Suggest enhancements and optimizations for the customer support technology stack (e.g., Gorgias, Shopify, and other tools).

• Provide prompt, compassionate, and high-quality responses to customer inquiries.

• Effectively juggle multiple tasks while preserving a keen attention to detail.

• Collaborate closely with cross-functional teams to enhance the overall customer experience.

⛳️ Requirements

• Demonstrated experience working in a direct-to-consumer (DTC) company.

• Strong expertise in Gorgias and Shopify.

• Exceptional written and verbal communication abilities.

• Capacity to manage multiple tasks while delivering timely and empathetic support.

• Availability to work Monday through Friday, from 9 AM to 6 PM EST.

• Previous experience in a leadership position is essential.

• Practical experience in providing phone support.

• Background in creating standard operating procedures (SOPs).

• Capability to recommend and enhance technology stack solutions.

🏝️ Benefits

• Competitive salary offered in USD.

• Flexible work-from-anywhere policy.