Customer Support Lead

Salary: £50,000 / $70,000

At Threecolts, we're not just a software suite; we're a powerhouse for Marketplace entrepreneurs and well-known international brands. Our mission? To revolutionize the Commerce landscape by acquiring, launching, and scaling cutting-edge software tailored for Amazon and Walmart businesses. With robust capital backing and a clear vision, we're poised for an exhilarating phase of accelerated growth. Join us on the journey!

Our vibrant team spans the globe, comprising over 200 innovative minds from 32 countries across five continents. Together, we foster a culture of collaboration, diversity and relentless pursuit of excellence. At Threecolts, every day is a new opportunity to shape the future of Commerce, supported by a community that's as passionate about success as you are.

We are seeking a visionary and experienced leader to head up our Customer Support team. As Customer Support Lead, you will be responsible for building, scaling, and leading a high-performing, remote team dedicated to delivering exceptional customer experiences for our e-commerce SaaS product. You will wear many hats, crafting strategic vision, building a thriving support function, fostering a positive remote work culture, and ensuring maximum efficiency within your team, all within the fast-paced environment of a growing startup.

Responsibilities :

• Leadership & Team Management: Lead and motivate a geographically dispersed customer support team, fostering a collaborative and results-oriented work environment, especially within a fast-paced startup culture.
• Strategic Vision & Planning: Develop and implement a comprehensive customer support strategy aligned with our overall business goals, adapting quickly to changing priorities and market demands in a fast-paced environment.
• Building the Support Function: Create and refine processes, tools, and workflows to ensure efficient and effective customer support operations, all while keeping pace with the rapid growth of a startup.
• Data-Driven Decision Making: Analyze customer support data to identify trends, opportunities for improvement, and areas for resource allocation, using data to make agile decisions in a fast-paced setting.
• Quality & Performance: Continuously monitor and improve customer satisfaction metrics, ensuring a world-class customer experience, even within the ever-evolving landscape of a startup.
• Hiring & Development: Recruit, hire, and onboard top talent for the customer support team, fostering a culture of continuous learning and professional development, building a strong team from the ground up.
• Technology & Innovation: Stay current on the latest customer support technologies and best practices, implementing solutions to optimize team performance and adapt to new tools quickly in a startup environment.
• E-commerce Expertise: Possess a deep understanding of the e-commerce industry and its challenges (a strong plus).
  
  

Qualifications :

• Minimum 4 years of experience in a leadership role within customer support, preferably in a remote environment, with a strong track record of success in a startup environment.
• Proven track record of building and scaling high-performing customer support teams, especially within the fast-paced and dynamic world of startups.
• Strong strategic thinking and planning skills with the ability to translate vision into actionable plans, adapting those plans quickly as needed.
• In-depth understanding of customer support best practices and methodologies, with a focus on applying them effectively in a startup environment.
• Excellent communication and interpersonal skills, with the ability to effectively lead and motivate a remote team, fostering collaboration and clear communication in a fast-paced setting.
• Experience managing and optimizing customer support workflows and processes, with the agility to adapt those processes as the startup grows.
• Data-driven mindset with a strong ability to analyze data and identify trends, using data to make informed decisions quickly.
• Passion for customer experience and a commitment to continuous improvement, thriving in the iterative and ever-evolving nature of a startup.
  
  

Bonus Points :

• Experience working within the e-commerce industry.
• Proven success in implementing new customer support technologies and tools, especially in a startup environment.
• Experience building and managing a knowledge base or self-service portal.
• Strong presentation and communication skills.
  
  

We are striving to create a diverse and inclusive environment. We encourage all applicants to apply for our roles. We value and actively seek diverse talent!

Get to know us a bit better:

https://www.threecolts.com/