Support Team Lead (LATAM)
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At Rivo we're looking for a Support Team Lead (LATAM) to join our team.
Full-time · Remote (LATAM)
Who we are
Rivo is a loyalty and referrals platform for Shopify created to drive revenue and retention. We’re a team of ~12, scrappy, fast-acting, growth-minded people who like to GSD. Our team brings experience from Shopify, Airbrake, InVision, Github, Amazon &Shogun.
We're an entirely remote team spread across 8 countries and 11 cities. This position is 100% remote.
About the job
As the Support Team Lead, you’ll be responsible for managing and mentoring a team of customer support representatives based in the Philippines. Your primary goals are to ensure timely and effective issue resolution, enhance customer satisfaction, and drive the collection of 5-star reviews from our customers. This role requires leadership skills, a customer-centric mindset, and the ability to thrive in a fast-paced, remote work environment.
What You'll be doing
- Team Management:
- Lead, mentor, and manage a team of customer support representatives.
- Set clear performance expectations and provide regular feedback.
- Conduct performance evaluations and develop improvement plans as needed.
- Customer Support Operations:
- Oversee daily support operations to ensure prompt and accurate issue resolution.
- Ensure the team adheres to established SLAs and KPIs.
- Customer Satisfaction:
- Implement strategies to enhance customer satisfaction and loyalty.
- Drive initiatives to collect and increase the number of 5-star reviews from customers.
- Collaborate with operations and product to resolve complex customer issues and improve overall customer experience.
- Reporting and Analytics:
- Generate and review reports on team performance, customer satisfaction, and ticket resolution.
- Use data-driven insights to optimize support processes and achieve targets.
- Report key metrics and insights to senior management.
- Training and Development:
- Identify training needs and organize regular training sessions for the support team.
- Stay updated on product features, industry trends, and best practices to ensure the team is well-equipped to assist customers.
Qualifications &who you are
- Proven experience in a customer support or team lead role, preferably in a SaaS, Shopify or tech environment.
- Strong leadership and team management skills, with a track record of driving team performance.
- Excellent communication skills in English (both written and verbal).
- Customer-centric mindset with a focus on delivering exceptional customer service.
- Ability to work across flexible schedules and timezones
- Ability to analyze data and use insights to drive performance improvements.
- Experience working in a remote environment and managing remote teams.
- Familiarity with support tools like Zendesk, Intercom, or similar platforms.
- Scrappy, fast and resourceful
- Self-driven with an entrepreneurial approach and ability to work autonomously with limited guidance / supervision
Benefits
- Fully-remote.
- Regardless of the type of contract (employee or consultant), there is a guaranteed minimum of 18 days off per year.
- Freedom to work where you're the happiest and be a part of a team that cares about your success and well-being.
Things we avoid
- Micro-managing
- Egos
- Drama
Do you want to join our team as our new Support Team Lead (LATAM)? Then we'd love to hear about you!