Customer Support Lead – Global

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

📋 Description

• Lead global customer support initiatives through email, community, and social media channels.

• Oversee and cultivate a distributed support team by establishing clear objectives, KPIs, and quality benchmarks.

• Address complex, sensitive, and high-priority customer concerns effectively.

• Manage responses on Trustpilot, Reddit, and other public forums, tackling complaints and coordinating necessary escalations.

• Create scalable workflows, escalation protocols, SLAs, quality assessments, and performance reporting systems.

• Enhance efficiency and service quality utilizing AI, automation, self-service options, and improved support tools.

• Develop a Voice of Customer feedback mechanism to transform recurring issues into actionable insights.

• Collaborate with Product, Engineering, Operations, Lifecycle Marketing, and Data teams to identify root causes and enhance retention through proactive follow-ups and product education.

• Assess customer satisfaction, repeat contacts, and post-support retention metrics.

⛳️ Requirements

• At least 7 years of experience in Customer Support, Customer Experience, Customer Operations, or a related field, with proven success in leading, mentoring, and developing teams.

• Experience in supporting global clientele for software, SaaS, consumer internet, or technology products.

• Strong understanding of support workflows, KPIs, SLAs, escalation procedures, and quality management practices.

• Proficient in utilizing data to identify issues and enhance performance.

• High level of empathy and customer judgment, adept at balancing customer needs with business objectives in challenging situations.

• Strong product intuition and capability to translate customer feedback into actionable improvements through collaboration with Product and Engineering teams.

• Practical experience in managing public reviews and customer interactions on Trustpilot, Reddit, and similar platforms, including handling complaints and sensitive discussions.

• Proven track record of increasing retention through service recovery, proactive engagement, and enhancements to the customer experience.

• Interest in AI and automation, with sound judgment regarding the application of technology to elevate support quality and efficiency.

• Exceptional written and verbal communication skills in English.

🏝️ Benefits

• Comprehensive health and wellness programs.

• Opportunities for professional development and career advancement.

• Flexible work arrangements and a supportive team environment.