We’re looking for a Customer Support Lead to oversee and elevate our customer success and support operations for Shopify apps. You’ll guide a team of Support Executives who handle everything from pre-sales demos to post-onboarding support. Your mission: ensure every merchant receives fast, thoughtful, and delightful service — from first contact to long-term success.
Responsibilities
- Leadership & Team Management
- Lead, mentor, and support the Customer Support Executives in handling client tickets, demos, and onboarding.
- Monitor response time, resolution rate, and customer satisfaction metrics to ensure service quality.
- Review and refine support workflows, internal documentation, and escalation procedures.
- Provide coaching, training, and performance feedback to the team.
- Customer Experience & Issue Resolution
- Act as the final escalation point for complex or high-priority cases.
- Ensure consistent tone, clarity, and helpfulness across all customer communications.
- Identify recurring issues and coordinate with product and development teams for resolution.
- Track and analyze customer pain points to improve user experience and retention.
- Collaboration & Process Improvement
- Work closely with the Product Development team to relay feedback and propose enhancements.
- Oversee and continuously improve knowledge bases, FAQs, and help center content.
- Create reports on support trends, team performance, and customer feedback for management.
- Pre-Sales & Onboarding Support (as needed)
- Supervise demo and onboarding processes handled by support executives.
- Ensure pre-sales interactions are consistent and aligned with product positioning.
- Support in training team members to effectively communicate product value and features.
Requirements
- 1.5–3 years of experience in customer support, success, or operations; at least 6 months in a team lead or senior role.
- Strong communication and leadership skills; ability to manage and motivate a support team.
- Excellent problem-solving and escalation management abilities.
- Strong communication and presentation skills in English.
- Familiarity with Shopify, SaaS tools, or eCommerce platforms is preferred.
- Data-driven mindset with experience.
Benefits
- Competitive salary plus performance-based bonuses.
- Opportunity to build and scale a global support team.
- Flexible working hours to accommodate international clients.
- Company benefits, insurance, annual leave, and team-building activities.
- Work with a leading Shopify app team serving global merchants.
