Customer Support Lead

About the Role:

• We’re looking for a Customer Support Lead to own and elevate the customer support experience for OpenArt’s global users.
• You’ll lead our customer support operations across multiple channels, build clear processes and performance standards, and help us use technology and automation to deliver faster, higher-quality support at scale.

What You’ll Do:

• Lead global customer support across email, community, and social channels, delivering consistent, high-quality service.
• Manage and develop a distributed support team, setting clear goals, KPIs, and quality standards.
• Resolve complex, sensitive, and high-priority customer issues with empathy and sound judgment.

What We’re Looking For:

• 7+ years in Customer Support, Customer Experience, Customer Operations, or a related function, with a track record of leading, coaching, and developing teams.
• Experience supporting global customers for a software, SaaS, consumer internet, or technology product.
• Strong command of support workflows, KPIs, SLAs, escalation processes, and quality management; comfortable using data to diagnose problems and improve performance.