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 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 processes: weekly performance check‑ups and 1:1s, monthly career 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 Handle escalations reported by the team and manage 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 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 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 Benefits 5‑week vacation: 6 weeks full‑remote/year Paid sick leave (15 days) Paid parental leave (16 weeks) $300/month for lunch expenses (you’ll have your own Gorgias credit card) 5% bonus for healthcare to compensate for private health costs $700 to set up your workstation at home $2000 of learning material and wellness support per year 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 More cool things to know about Gorgias Raised our Series C‑2 for $29 M in May 2024 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, or any other characteristic protected by law. #J-18808-Ljbffr