Lead, Customer Support

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

📋 Description

• Lead, mentor, and develop Coaches in Thailand Customer Support who cater to the Thai market through tickets, phone interactions, and live chat.

• Create and sustain a high-performing Support team via one-on-ones, performance evaluations, coaching, professional growth planning, and constructive feedback.

• Track team KPIs such as CSAT, response and resolution times, SLA performance, ticket backlog, productivity, and support quality.

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

• Handle complex customer escalations while guiding technical troubleshooting, customer communication, and de-escalation efforts.

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

• Assist in the investigation of technical issues, bug reproduction, documentation, and escalation through 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 coaching and the overall customer experience.

• Utilize Support data and customer feedback to propose enhancements and spearhead process improvement initiatives.

• Partner with Account Management, Onboarding, Product, Engineering, and Operations to refine issue resolution and elevate customer experience.

• Utilize AI, automation, and Support tools to enhance efficiency and service quality.

⛳️ Requirements

• Over 2 years of direct people-management experience within customer support, technical support, or a similar customer-facing role.

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

• Background in a fast-paced SaaS, software, or technology support setting.

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

• Familiarity with Zendesk or comparable ticketing systems.

• Solid analytical skills with the capacity to interpret Support metrics effectively.

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

• Proficient in both Thai and English, with strong written and spoken communication skills.

• Strong leadership, coaching, and interpersonal skills.

• Excellent organizational and prioritization abilities.

• Comfortable working autonomously and leading a remote team in a dynamic, international environment.

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

• Candidates must currently be authorized to work in Thailand without the need for visa sponsorship.

🏝️ Benefits

• Remote First, Remote Always.

• PTO in alignment with local labor regulations.

• Fully Paid Parental Leave.

• Home office stipend based on the country of residence.

• Professional development courses available through Cloudbeds University.

• Access to professional development opportunities, including manager training, upskilling, and knowledge transfer.