Customer Support Team Lead

Gorgias empowers ecommerce brands to grow through AI-powered customer experience. We are the #1 CX platform in the industry, trusted by over 15,000 merchants worldwide - from small independent shops to some of the largest ecommerce brands in the world.

We offer the most integrations of any tool on Shopify (100+) and the ability to get setup fast, without the need for complex onboarding. Gorgias offers its users a unified platform to manage every aspect of their customer support on every channel.

We can automate 60% of a brand’s support so that agents can focus on high-value conversations and driving sales. Plus, we offer purpose-built marketing tools to help merchants convert more shoppers into customers, driving GMV.

**About the Team**:
**Join our team for the opportunity to**:
Work with a passionate and motivated team that is at the heart of our Support operation and collaborates with other departments in the company.

Display extreme ownership by driving a function or key result area of the support operation from start to finish, returning results that serve the team's vision.

Guide your team to success and encourage their growth.

**About the Role**:
As **the Customer Support Team Lead**, you will lead a team that focuses on the internal Billing operation as part of the Support team. You will coach, mentor, and manage a team of high-performing employees distributed globally with a focus on progressing their professional growth.

You will lead by example by helping customers, inspiring your team with data-driven decisions, and being an expert on the product, our billing policies and the industry to reach your team’s key objectives.

As a Team Leader in a client-facing role, you display superb customer service skills, positive energy, tenacity in solving problems, proactiveness, and truly caring about helping customers with the correct platform use while supporting Gorgias’ goals.

**What You’ll Do**:

- Lead the Support Billing team using performance management and development process: weekly performance check-ups and 1:1s, monthly carer paths, and quarterly performance reviews to support their growth
- Monitor and coach the team’s quality assurance and efficiency metrics regularly
- Manage your KRs (project management, scoping, reporting, etc) to success
- Handling escalations reported by the team and managing clients who have had a negative experience or are a churn risk
- Work together with Success, Sales, and other cross-functional partners to help drive the best support for our clients and support internal teams
- Create and update internal features and documentation related to the internal Billing Support operation
- Work with other leaders to identify and take action on bottlenecks and areas of improvement within the customer experience and internal processes

**Who You Are**:

- You have at least 3 years working in customer support, out of which at least 1 year in a manager role; Experience with SaaS or at a data-driven company is a plus
- Have great project management and planning skills with a growth mindset
- You are data-driven and have problem-solving skills to create and launch new initiatives (someone who can figure things out)
- A well-rounded leader who can coach, mentor, and manage direct reports while transmitting the company’s vision and setting a strong example
- Strong de-escalation skills and comfortable working with different aspects of Gorgias including customer journeys, quality, billing and subscription, Gorgias products, etc.
- Familiarized with payment processors, with special attention to Stripe and Shopify payments

**5-week vacation**:

- Paid sick leave (15 days)
- 6 weeks full-remote/year
- Paid parental leave (16 Weeks)
- $300/month for lunch expenses (you'll have your own Gorgias credit card)
- Included in your offer’s calculation, there’s a 5% bonus for healthcare to compensate for Private Health costs
- Get $700 to set up your workstation at home (working from home should feel breezy)
- Get $2000 of learning material and wellness support per year Take advantage of these resources to grow in your role and prioritize your personal development and wellness.
- Every quarter, we organize an online company-wide summit to discuss where we’re going and strengthen social bonds. Once per year we organize offsite team retreats and company retreats

**This role will be Hybrid, reporting to our Buenos Aires Office**

**More cool things to know about Gorgias...**:

- Raised our Series C-2 for $29M in May 2024: Article Here
- We went from 0 to 15,000+ merchants using our platform since 2016
- We have a 4.3 rating on Glassdoor & 4.7 Comparably culture score
- Discover the Gorgias Platform
- Learn about our Compensation Policy

**Diversity, Equity, and Inclusion at Gorgias**:
At Gorgias, we’re dedicated to creating a diverse, inclusive, and equitable workplace where everyone is valued. We provide equal opportunities without discrimination based on race, gender, age, disability,