Support Lead

• Lead and manage Tier 1 and Tier 2 support teams, ensuring that customer inquiries and issues are resolved in a timely and efficient manner. 

• Champion an AI-first support culture by driving the adoption, optimization, and governance of AI-powered tools, enabling the team to deliver faster, more consistent, and higher-quality customer support while continuously identifying opportunities for innovation and efficiency.

• Monitor and analyze support metrics to identify opportunities for improvement and implement corrective actions when necessary.

• Provide guidance and mentorship to team members, fostering an environment of growth and collaboration.

• Handle customer tickets, complex and high-priority issues, escalate to appropriate stakeholders, and ensure timely resolution when necessary.

• Collaborate with cross-functional teams (such as Product and Engineering) to address recurring issues and provide customer feedback.

• Ensure team adherence to SLAs (Service Level Agreements), customer satisfaction goals, cross-sales and upsell opportunities in collaboration with other client-facing teams.

• Drive initiatives to enhance team performance, improve troubleshooting processes, and reduce ticket resolution time.

• Prepare and deliver periodical and custom reports as requested by the management team, ensuring accuracy, timeliness, and accuracy of the data provided.

• Support managers with assigned tasks or projects to ensure smooth operations and alignment.

• A strong passion for customer service and a commitment to delivering outstanding support experiences.

• Proven experience leading and managing support team in a fast-paced environment.

• Leadership and coaching abilities to inspire and develop your team.

• Strong verbal and written communication skills in English.

• Good knowledge of frontend technologies such as HTML, CSS, JavaScript.

• Strong problem-solving skills with a focus on resolving customer issues quickly and efficiently.

• Excellent communication and interpersonal skills, with the ability to work effectively with both customers and internal teams.

• Ability to analyze data, identify trends, and implement process improvements based on insights.

• Experience with support tools and platforms (such as Intercom, Slack, Confluence, etc.).

• Strong organizational skills with the ability to prioritize and manage multiple tasks simultaneously.

We believe in making things simpler - for our customers, and for each other. That means clarity, purpose, and progress guide everything we do. 

• Customers at the heart: We obsess over their needs so we can grow together

• Purposeful progress: We don’t settle. We take initiative and embrace bold thinking.  

• Endless innovation: We refine, improve, and take meaningful action

• Always open: We build trust through transparency and global collaboration

Clear benefits:

• 100% Remote Culture: Work from anywhere in Vietnam that brings you happiness.

• Performance-based Year-End Bonus: Recognizing and rewarding your individual contributions.

• Wellness Allowance: Support for classes promoting physical and mental health.

• Time Off: 20 days/year, in addition to Vietnam holidays.

• MacBook Provided.

• Collaborative Events: Offline meet-ups, monthly gatherings and year-end party.

• Continuous Learning: Technical and general workshops, online resources.

• Health and Wellness Benefits: Generali Health Care, annual check-up.

• International Exposure: Enhance expertise and English communication skills.

Working hours: 8:00 AM – 5:00 PM (Vietnam time), Monday to Friday.

We’re here to make things clearer - in ecommerce and in employee experience. If that sounds like your kind of role, we’d love to hear from you!