Customer Support Lead

As a Customer Support Lead at Aftershoot, you play a crucial role in building, guiding, and scaling the global Support team to ensure high-quality support, handling escalations, and keeping customers delighted. Your mission is to lead the team while working alongside them in the trenches, ensuring smooth shifts, and providing actionable insights to improve support operations. **Role Overview:** As the Customer Support Lead, your responsibilities include: - Owning the entire support operations, from day-to-day queue management to long-term process improvements. - Scheduling and managing shifts to ensure round-the-clock coverage and balanced team bandwidth. - Leading and mentoring the Support team to build a culture of empathy, accountability, and growth. - Conducting regular quality checks on support interactions, coaching the team for continuous improvement. - Coordinating between Support, Product, and Engineering teams to escalate bugs, surface recurring issues, and close feedback loops. - Providing insights from tickets to identify trends, customer pain points, and product gaps. - Helping with training, onboarding, and upskilling junior hires to strengthen the support function for the future. - Streamlining support processes, documentation, and tooling to improve speed and efficiency. **Key Responsibilities:** - Own support operations and quality, leading the team and resolving escalations. - Schedule and manage shifts for round-the-clock coverage. - Lead and mentor the Support team, fostering a culture of empathy and growth. - Conduct quality checks on support interactions, providing coaching for improvement. - Coordinate between Support, Product, and Engineering teams to escalate issues and provide feedback. - Provide insights from tickets to identify trends and improve support. - Assist in training and upskilling junior hires to strengthen the support function. - Streamline support processes, documentation, and tooling for efficiency. **Qualifications Required:** - 6-7 years of Customer Support / CX experience, with 2+ years managing a support team. - Strong background in support operations, shift scheduling, queue management, and SLA ownership. - Proven success in escalation handling, quality assurance, and team coaching. - Experience coordinating across cross-functional teams (Support, Product, Engineering). - Analytical mindset to extract insights from support data and tickets. - Excellent communicator capable of simplifying complex issues for customers and internal stakeholders. - Comfortable balancing strategy with hands-on leadership. - Bonus: Experience in B2C SaaS, especially creative/photography tools.,