Customer Support Lead

This role is open to candidates based in LATAM, Africa, and Eastern Europe. Please note that as this role supports U.S.-based clients, candidates must be available to work during U.S. business hours aligned with the client’s time zone.

Our client is a technology company, an AI-powered audio tool designed to streamline how people capture and manage spoken content. Their platform allows users to record, transcribe, and summarize meetings, calls, and other audio content automatically, helping professionals and teams focus on conversations without worrying about taking manual notes. The service integrates audio recording, searchable transcription, and summaries into one seamless experience across devices, making it easier to revisit key information and stay organized.

Location

Fully remote | 9 AM - 5 PM EST

Role Overview

The Customer Support Lead will manage and elevate customer support operations by overseeing chat and email support, resolving complex user issues, and serving as a bridge between customers and leadership. This role is ideal for a tech-savvy, customer-focused professional who can ensure high-quality support experiences and escalate critical issues when needed.

Key Responsibilities

Customer Support Operations

• Manage customer support across chat and email channels

  
  

• Respond to customer inquiries, concerns, and issues in a professional and timely manner

  
  

• Ensure a high standard of customer satisfaction and clear communication

  
  

• Propose internal tool enhancements to improve issue resolution efficiency

  
  

Issue Resolution & Escalation

• Troubleshoot and resolve technical or product-related user issues

  
  

• Escalate complex or high-priority issues to leadership when necessary

  
  

• Document recurring issues and contribute to improving internal support processes

  
  

Leadership Communication

• Act as the primary point of contact for customer feedback and concerns

  
  

• Provide leadership with insights into user pain points and product issues

  
  

• Help establish best practices for support workflows and response standards

  
  

Qualifications

Experience

• 2+ years of experience in customer support or customer success

  
  

• Experience supporting tech or software-based products

  
  

• Experience handling customer support via chat and email

  
  

• Experience working in a startup or fast-growing tech environment

  
  

Skills

• Strong technical aptitude and ability to understand digital platforms

  
  

• Excellent written communication skills in English

  
  

• Ability to remain calm and professional in high-pressure situations

  
  

• Strong organizational and documentation skills

  
  

What Success Looks Like

• Fast, accurate, and empathetic resolution of customer issues

  
  

• Clear escalation paths and strong communication with leadership

  
  

• Improved customer satisfaction and reduced repeat issues

  
  

• Well-organized support workflows and documentation

  
  

Opportunity

This role offers the opportunity to take ownership of customer support operations and directly shape the customer experience. You will work closely with leadership, influence support processes, and grow into a leadership role while playing a key part in improving how users are supported.

• Fill in the application form

  
  

• Record a video showcasing your skill sets