Lead, Customer Support

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

📋 Description

• Lead, mentor, and nurture Thailand Customer Support Coaches who cater to the Thai market via tickets, phone calls, and live chat.

• Foster a positive team environment rooted in accountability, collaboration, and ongoing improvement.

• Conduct regular one-on-one meetings, performance evaluations, coaching sessions, professional growth planning, and feedback discussions.

• Track CSAT, response and resolution times, SLA performance, ticket backlog, productivity, and quality of support.

• Supervise daily Support operations, including ticket allocation, staffing coverage, and workload management.

• Handle intricate customer escalations, encompassing technical troubleshooting, customer communication, and de-escalation strategies.

• Collaborate with global Support leadership and technical teams during system incidents or outages.

• Assist in the investigation and documentation of technical issues, bug reproduction, and escalation using JIRA or other internal tools.

• Identify gaps in product knowledge and provide coaching, technical training, and learning opportunities.

• Analyze customer satisfaction feedback, ticket quality, and recurring issues to enhance the overall customer experience.

• Utilize Support data and customer insights to propose operational and process enhancements.

• Collaborate with Account Management, Onboarding, Product, Engineering, and Operations teams.

• Employ AI, automation, and Support tools to boost efficiency and service quality.

⛳️ Requirements

• A minimum of 2 years of direct people management experience in customer support, technical support, or a comparable customer-facing role.

• Proven experience in managing daily Support operations, team performance, coaching, and employee development.

• Background in a dynamic SaaS, software, or technology support environment.

• Strong technical troubleshooting abilities, including the investigation of complex customer issues and identification of potential product defects.

• Familiarity with Zendesk or similar ticketing systems.

• Solid analytical skills for interpreting Support metrics and recognizing areas for improvement.

• Exceptional customer communication, conflict resolution, and escalation management capabilities.

• Proficient in written and spoken communication in both Thai and English.

• Strong leadership, coaching, and interpersonal abilities.

• Excellent organizational and prioritization skills.

• Comfortable working autonomously and leading a remote team in a fast-paced, international setting.

• A mindset geared towards continuous improvement and a willingness to learn AI and automation tools.

• Candidates must currently be authorized to work in Thailand without requiring visa sponsorship.

🏝️ Benefits

• Remote First, Remote Always.

• Paid Time Off in accordance with local labor requirements.

• Fully Paid Parental Leave.

• Home office stipend based on the country of residency.

• Access to professional development courses at Cloudbeds University.

• Opportunities for professional development, including manager training, upskilling, and knowledge transfer.