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
Review and refine support workflows, internal documentation, and escalation procedures.
Monitor response time, resolution rate, and customer satisfaction metrics to ensure service quality.
Provide coaching, training, and performance feedback to the team.
Lead, mentor, and support the Customer Support Executives in handling client tickets, demos, and onboarding.
Customer Experience & Issue Resolution
Act as the final escalation point for complex or high- priority cases.
Track and analyze customer pain points to improve user experience and retention.
Ensure consistent tone, clarity, and helpfulness across all customer communications.
Identify recurring issues and coordinate with product and development teams for resolution.
Collaboration & Process Improvement
Work closely with the Product Development team to relay feedback and propose enhancements.
Create reports on support trends, team performance, and customer feedback for management.
Oversee and continuously improve knowledge bases, FAQs, and help center content.
Pre- Sales & Onboarding Support (as needed)
Support in training team members to effectively communicate product value and features.
Ensure pre- sales interactions are consistent and aligned with product positioning.
Supervise demo and onboarding processes handled by support executives.
Requirements
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 presentation skills in English.
Data- driven mindset with experience.
Excellent problem- solving and escalation management abilities.
Familiarity with Shopify, SaaS tools, or eCommerce platforms is preferred.
Strong communication and leadership skills; ability to manage and motivate a support team.
Benefits
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.
Competitive salary plus performance- based bonuses.
Opportunity to build and scale a global support team.
