Customer Support Leadership Opportunity
The ideal candidate will lead a team of Customer Support Specialists, improving support operations and driving customer satisfaction.
Key Responsibilities:
* Lead and develop the team: manage, mentor, and motivate team members; coach through regular check-ins and foster a culture of empathy, accountability, and continuous improvement.
* Improve our support operations: maintain, update, and modernize support documentation and processes; handle complex or high-priority escalations with speed and empathy.
* Turn insights into action: distill recurring support issues into clear product feedback for the team; summarize top customer pain points and share insights with the broader team each month.
Requirements:
* 5+ years experience in customer support with at least 2 years in a leadership role.
* Experience mentoring, coaching, and motivating a small support team.
* Experience improving support processes, workflows, and documentation.
* A customer-first mindset with excellent written and verbal communication skills.
* Strong analytical skills — comfortable interpreting data and turning insights into action.
* Preferred: customer support experience in a technology or software company.
* Bonus: experience with AI-driven support tools or platforms like Lorikeet or Decagon.
About Us:
We are a global crowdfunding platform powering social justice movements. We've helped raise over $250M across 35,000 campaigns in 23 countries.
We're hiring a Customer Support Lead to deliver an outstanding experience for our campaigners and donors, while building a world-class support function that scales with our growth.