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Support Team Lead (LATAM)

At Rivo we're looking for a Support Team Lead (LATAM) to join our team.
Full-time · Remote (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!

Apply for this Position

Please ensure you meet geographic and skills requirements before applying.

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