Support Team Lead (LATAM)

Who we are

Rivo is a loyalty and referrals platform for Shopify created to drive revenue and retention. We’re a team of ~12, scrappy, fast-acting, growth-minded people who like to GSD. Our team brings experience from Shopify, Airbrake, InVision, Github, Amazon & Shogun.

You can see our platform here

We're an entirely remote team spread across 8 countries and 11 cities. This position is 100% remote.

About the job

As the Support Team Lead, you’ll be responsible for managing and mentoring a team of customer support representatives based in the Philippines. Your primary goals are to ensure timely and effective issue resolution, enhance customer satisfaction, and drive the collection of 5-star reviews from our customers. This role requires leadership skills, a customer-centric mindset, and the ability to thrive in a fast-paced, remote work environment.

What You'll be doing

• Team Management:

  • Lead, mentor, and manage a team of customer support representatives.

  • Set clear performance expectations and provide regular feedback.

  • Conduct performance evaluations and develop improvement plans as needed.

• Customer Support Operations:

  • Oversee daily support operations to ensure prompt and accurate issue resolution.

  • Ensure the team adheres to established SLAs and KPIs.

• Customer Satisfaction:

  • Implement strategies to enhance customer satisfaction and loyalty.

  • Drive initiatives to collect and increase the number of 5-star reviews from customers.

  • Collaborate with operations and product to resolve complex customer issues and improve overall customer experience.

• Reporting and Analytics:

  • Generate and review reports on team performance, customer satisfaction, and ticket resolution.

  • Use data-driven insights to optimize support processes and achieve targets.

  • Report key metrics and insights to senior management.

• Training and Development:

  • Identify training needs and organize regular training sessions for the support team.

  • Stay updated on product features, industry trends, and best practices to ensure the team is well-equipped to assist customers.

Qualifications & who you are

• Proven experience in a customer support or team lead role, preferably in a SaaS, Shopify or tech environment.

• Strong leadership and team management skills, with a track record of driving team performance.

• Excellent communication skills in English (both written and verbal).

• Customer-centric mindset with a focus on delivering exceptional customer service.

• Ability to work across flexible schedules and timezones

• Ability to analyze data and use insights to drive performance improvements.

• Experience working in a remote environment and managing remote teams.

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

• Scrappy, fast and resourceful

• Self-driven with an entrepreneurial approach and ability to work autonomously with limited guidance / supervision

Benefits

• Fully-remote.

• Regardless of the type of contract (employee or consultant), there is a guaranteed minimum of 18 days off per year.

• Freedom to work where you're the happiest and be a part of a team that cares about your success and well-being.

Things we avoid

• Micro-managing

• Egos

• Drama

Apply for the job

Do you want to join our team as our new Support Team Lead (LATAM)? Then we'd love to hear about you!