Support Team Lead - Poland / Ukraine (Remote)

About PickyStory:

PickyStory is a leading personalization and bundling platform that empowers Shopify Plus merchants to maximize their revenue potential. By offering tailored solutions like upsells, bundles, and subscriptions, we help e-commerce brands drive higher Average Order Value (AOV) and improve customer experiences. We are a fully remote company, and this position is open for candidates based in Poland.

Role Overview:

We are looking for an experienced Support Team Lead to manage and guide our team of four Tier 1 Support Agents. The team provides 24/6 customer support through live chat, email, and calls. The Support Team Lead will ensure a seamless customer experience by managing day-to-day operations, setting quality standards, and handling escalations. The ideal candidate is proactive, highly organized, and customer-focused, with experience in leading support teams in a fast-paced SaaS environment.

Key Responsibilities:

• Team Management: Lead, mentor, and oversee a team of 4 Tier 1 Support Agents, ensuring high performance and adherence to quality standards.

• Operational Oversight: Manage the day-to-day operations of the support team, ensuring smooth and efficient handling of customer inquiries 24/6 across live chat, email, and calls.

• Performance Monitoring: Track key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction (CSAT), and implement improvements where needed.

• Training and Development: Provide ongoing training and feedback to team members to ensure they are equipped to deliver exceptional support.

• Escalation Management: Act as the point of escalation for complex or critical issues and ensure timely resolution by coordinating with Tier 2/Technical Support and other teams.

• Process Improvement: Identify areas for improvement in support workflows and implement best practices to enhance team efficiency and customer satisfaction.

• Customer Advocacy: Collect and share customer feedback with Product, Marketing, and Development teams to improve the overall product experience.

• Scheduling and Coverage: Manage team schedules to ensure 24/6 coverage and handle staffing adjustments during peak times or holidays.

Requirements:

• At least 3 years of experience in a customer support role, with 1-2 years in a team lead or managerial position, preferably in a SaaS or e-commerce company.

• Strong understanding of customer support best practices, with experience managing teams providing multi-channel support (live chat, email, and calls).

• Excellent communication skills, both written and verbal, with fluency in English.

• Proven ability to handle escalations and resolve complex issues effectively.

• Strong leadership and coaching skills, with a passion for developing team members.

• Familiarity with support tools such as Zendesk, Intercom, or similar platforms.

• Ability to analyze data and metrics to drive decisions and improvements.

• Highly organized, proactive, and capable of managing multiple tasks in a fast-paced, remote environment.

What We Offer:

• Opportunities for professional growth and career development in a dynamic and fast-growing SaaS company.

• A competitive compensation package.

• A fully remote work environment with flexible arrangements.

• Access to advanced tools and technologies to support your team effectively.

• A supportive and collaborative team culture that values innovation and customer success.

How to Apply:

Please submit your CV along with a cover letter highlighting your leadership experience, familiarity with support operations, and any relevant achievements in improving team performance or customer satisfaction.