Support Lead

Lead and manage Tier 1 and Tier 2 support teams, ensuring that customer inquiries and issues are resolved in a timely and efficient manner. 

Champion an AI-first support culture by driving the adoption, optimization, and governance of AI-powered tools, enabling the team to deliver faster, more consistent, and higher-quality customer support while continuously identifying opportunities for innovation and efficiency.

Monitor and analyze support metrics to identify opportunities for improvement and implement corrective actions when necessary.

Provide guidance and mentorship to team members, fostering an environment of growth and collaboration.

Handle customer tickets, complex and high-priority issues, escalate to appropriate stakeholders, and ensure timely resolution when necessary.

Collaborate with cross-functional teams (such as Product and Engineering) to address recurring issues and provide customer feedback.

Ensure team adherence to SLAs (Service Level Agreements), customer satisfaction goals, cross-sales and upsell opportunities in collaboration with other client-facing teams.

Drive initiatives to enhance team performance, improve troubleshooting processes, and reduce ticket resolution time.

Prepare and deliver periodical and custom reports as requested by the management team, ensuring accuracy, timeliness, and accuracy of the data provided.

Support managers with assigned tasks or projects to ensure smooth operations and alignment.

A strong passion for customer service and a commitment to delivering outstanding support experiences.

Proven experience leading and managing support team in a fast-paced environment.

Leadership and coaching abilities to inspire and develop your team.

Strong verbal and written communication skills in English.

Good knowledge of frontend technologies such as HTML, CSS, JavaScript.

Strong problem-solving skills with a focus on resolving customer issues quickly and efficiently.

Excellent communication and interpersonal skills, with the ability to work effectively with both customers and internal teams.

Ability to analyze data, identify trends, and implement process improvements based on insights.

Experience with support tools and platforms (such as Intercom, Slack, Confluence, etc.).

Strong organizational skills with the ability to prioritize and manage multiple tasks simultaneously.

Customers at the heart: We obsess over their needs so we can grow together

Purposeful progress: We don’t settle. We take initiative and embrace bold thinking.  

Endless innovation: We refine, improve, and take meaningful action

Always open: We build trust through transparency and global collaboration

100% Remote Culture: Work from anywhere in Vietnam that brings you happiness.

Performance-based Year-End Bonus: Recognizing and rewarding your individual contributions.

Wellness Allowance: Support for classes promoting physical and mental health.

Time Off: 20 days/year, in addition to Vietnam holidays.

MacBook Provided.

Collaborative Events: Offline meet-ups, monthly gatherings and year-end party.

Continuous Learning: Technical and general workshops, online resources.

Health and Wellness Benefits: Generali Health Care, annual check-up.

International Exposure: Enhance expertise and English communication skills.