Technical Customer Support Lead

This role is a 50-50 Individual Contributor - Management. In our startup, all leads/ managers (including our founders) do customer support to learn directly from customers and make important improvements to our product.

🍙 Responsibilities

Tools: Crisp, Jira, Notion

• Manage daily operations and set success metrics for our global technical support team (6+ people). Ensure that the team has all the resources that they need, proactively remove roadblocks for them, and help your team to deliver their targets.
• Create new initiatives and updating existing support processes and practices to constantly improve customer experience with our service
• Lead scaling support team effort in onboarding, training and mentoring new hires. Target: 12 people in 4 months.
• Be a self-starter and grow your own skill set within a fast paced environment

🌾 Qualifications

Must have

• Good command of English, both written and spoken
• 3+ years of full-time experience in a customer-related lead role for SaaS products (eg: customer support lead, customer success lead, customer experiencer lead)
• Able to have 3-4 hours overlap with our global support team in GMT+3 and GMT+7 (your ideal schedule: 8 hours between 7am-5pm GMT+0)
• Necessary training on the product will be provided

Nice to have

• Experience working for e-commerce SaaS, or tech startups

🍣 Compensation

• Competitive salary offers based on experience.
• Annual bonuses, paid vacations, and on-going learning opportunities
• Other company-sponsored perks

Interview process

Screening -> Technical call -> Live Chat test -> Meet & Greet with team -> Offer