Customer Support Team Lead

Customer Support Team Lead at (Contractor)
Closing the Trust Gap in E-commerce

Location: Remote - LATAM Timezones (Occasional EMEA and APAC Timezones)

Rate: $65 USD per day

Our Mission: Fixing Trust in Commerce

For a decade, we've been on a mission to close the Trust Gap—commerce's most expensive problem. In a world where distance and digital interfaces separate buyers and sellers, we're building the definitive trust infrastructure that enables global trade to flourish.

We recognise that trust is not binary but a spectrum, and our work continually expands the boundaries of commerce itself. Each improvement we make enables transactions that previously wouldn't have happened, revealing new frontiers where trust can be further enhanced.

Our Impact Today

We've grown from an idea into the dominant force for trust in e-commerce:

• Shopify's #1 Review Solution: We've earned over 42k five-star reviews from merchants who rely on us daily
• Global Scale: More than 570k shops across 140+ countries use our platform
• Massive Reach: We process over 70 million orders monthly, generating 2 million+ verified buyer reviews
• Organic Growth: We've achieved 40% year-over-year growth purely through word of mouth—no paid marketing or sales teams needed

The Opportunity

At , exceptional Customer Support drives our growth and serves as a core strategic pillar. As a product-led growth company, we rarely engage with customers one-on-one, making every support interaction a precious opportunity to deliver an outstanding 5-star experience.

Leading our Brazil-based team within our globally distributed support organization, you'll ensure seamless coverage across similar time zones while driving excellence in agent performance, operational processes, and support technology. Your mission: maximize every customer touchpoint to deliver the premium experience our customers expect and deserve.

Core Responsibilities

• Contractor Team Leadership: Recruit, onboard, and manage our Brazilian support contractors, establishing performance standards and providing ongoing coaching to maintain service excellence
• Performance Optimization: Monitor contractor metrics, conduct regular performance reviews, and implement improvement plans to ensure consistent quality across the distributed team
• Quality Management: Manage systematic quality assurance processes, review contractor interactions, and provide targeted feedback to maintain high customer satisfaction standards
• Process Development: Design and refine support workflows, create documentation and training materials, and ensure contractors are equipped with current procedures and knowledge
• Escalation Handling: Manage complex customer issues requiring senior intervention, coordinate contractor escalations, and serve as the primary point of contact for challenging technical or billing matters
• Team Coordination: Schedule contractor coverage across AMER time zones, manage capacity planning, and ensure seamless handoffs for continuous customer support coverage
• Strategic Analysis: Track support metrics and trends, generate performance insights, and collaborate with leadership on initiatives to improve customer experience and operational efficiency
• Platform Management: Oversee support tools and systems, coordinate with technical teams on platform issues, and ensure contractors have the resources needed to deliver effective support

What You'll Bring
Essential Requirements

• Native-level proficiency in English across all communication modes (speaking, listening, reading, writing)
• 3+ years managing distributed support operations with demonstrable success in performance optimization
• Proven ability to thrive as a contractor while effectively leading other independent contractors in a results-driven environment
• Track record of exceeding satisfaction targets by genuinely caring about customer outcomes, not just process completion
• Strong interest in learning technical aspects of our platform and Shopify

Preferred Experience

• Experience coordinating distributed contractor networks, managing performance without direct employment oversight
• Experience with CSS, HTML, JavaScript, or willingness to develop these skills (entry-level welcome)
• Hands-on familiarity with e-commerce platforms, particularly Shopify apps and integrations
• Proven success in contractor or remote leadership roles with strong self-management and communication skills

Please don't hesitate to apply if you miss a few criteria but you believe you can make a strong impact.

Join Us in Building the Future of Trust in Commerce

Work on problems that impact millions while growing with a team that values both excellence and balance. Together, we'll close the Trust Gap and unlock new possibilities for global commerce.

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