Customer Support Lead - Remote

Overview

We are looking for a Customer Support Lead to own every direct interaction between Pathfinder's brands and their customers, ensuring excellence in customer experience across multiple channels.

In Short

• Lead and optimize customer support across email, SMS, and phone.
• Manage and develop a team of customer experience agents.
• Monitor and improve key customer experience metrics.
• Build and refine support processes for efficiency.
• Engage directly with customer tickets when needed.
• Ensure support experience is excellent across all channels.
• Identify opportunities for improvement in customer interactions.
• Oversee brand community engagement on social media.
• Collaborate with Brand Managers on customer sentiment.
• Provide insights from customer interactions for strategic decisions.

Requirements

• Experience as a customer experience agent.
• Proven leadership in managing customer support teams.
• Strong understanding of customer experience best practices.
• Ability to analyze and improve support metrics.
• Creative thinking for personalized customer interactions.
• Strong communication skills.
• Experience with customer support tools like Gorgias.
• Ability to work collaboratively with cross-functional teams.
• Passion for enhancing customer relationships.
• Adaptability in a fast-paced environment.

Benefits

• Opportunity to lead a dynamic customer support team.
• Work in a remote-first environment.
• Engage with a diverse range of customers.
• Contribute to the growth of innovative brands.
• Develop skills in customer experience management.
• Collaborate with talented professionals across the globe.
• Flexible working hours.
• Access to professional development resources.
• Be part of a mission-driven organization.
• Make a meaningful impact on customer satisfaction.