Community Support Lead - Remote

Overview

The Community Support Lead will take full ownership of customer support, escalations, and customer success processes, ensuring an outstanding experience for a globally mobile community.

In Short

• Serve as the primary advocate for community members.
• Develop and implement strategies to enhance customer satisfaction.
• Oversee customer service processes for fast issue resolution.
• Handle escalations professionally and find effective solutions.
• Design and optimize scalable customer support systems.
• Implement and refine customer service tools.
• Collaborate with cross-functional teams for a seamless experience.
• Provide insights and recommendations on customer experience improvements.
• Develop training materials and standard operating procedures.

Requirements

• Experience in customer success within education, travel, or hospitality.
• Proactive approach to identifying pain points.
• Ability to enhance engagement and turn challenges into opportunities.
• Strong communication and interpersonal skills.
• Experience with CRM and customer support tools.

Benefits

• Work remotely from Latam & APAC.
• Opportunity to make a significant impact on customer experience.
• Collaborative and dynamic work environment.