Customer Support Lead
New
M
MynerConsumer apps
Remote (LATAM), Weekly and as-needed meetings typically occur during Central European Time working hours.Full-TimeLead
Salary$34K - $40K; $34K – $40K • $40K Equity; Estimated Salary $34K – $40K • $40K Equity
Apply NowOpens the employer's application page
Job Details
- Languages
- Excellent written and spoken English.
- Experience
- 2+ years in customer support, including leading or mentoring a small team.
- Required Skills
- Customer support
Requirements
- Have 2+ years of experience in customer support.
- Have experience leading or mentoring a small team.
- Have a track record of building or improving support workflows and processes.
- Have excellent written and spoken English.
- Have hands-on experience using AI tools in support or operations.
- Be able to assess AI responses for accuracy, tone and usefulness and turn recurring issues into practical fixes.
- Be comfortable balancing hands-on support with ownership of team performance and the wider support function.
- Use sound judgment on sensitive or complex cases.
- Be organized and proactive as priorities, tools and processes change.
- Be available for occasional weekend coverage; the role is not on-call.
Responsibilities
- Lead, coach and support a small team of human agents through mentoring, quality reviews and assistance with complex cases.
- Handle a share of customer conversations and escalations.
- Design workflows for AI and human agents across in-app chat, email, social media and app-store reviews.
- Monitor AI support quality, identify failure patterns, and improve instructions, the knowledge base and workflows.
- Set appropriate uses for AI and automation, define when human judgment is needed, and maintain clear escalation paths.
- Run account deletion and payout request processes, keeping replies clear, empathetic, accurate and on-brand.
- Turn support conversations into actionable insights for product, engineering, marketing and survey teams.
- Test new features from a support perspective and partner with product and engineering as the primary voice of app users.
- Keep customer-facing information current and contribute to newsletters and Terms of Service updates.
- Specify support tools and admin features, and lead hiring and onboarding as the team grows.
View Full Description & ApplyYou'll be redirected to the employer's site
