Clearer - Support Lead
Requirements
• 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.
Responsibilities
• 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.
Benefits
• 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 • Customers at the heart • Purposeful progress: We don’t settle. We take initiative and embrace bold thinking. • Purposeful progress: • Endless innovation: We refine, improve, and take meaningful action • Endless innovation: • Always open: We build trust through transparency and global collaboration • Always open: • 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. • Working hours: • 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! • We’re here to make things clearer
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