Rivo Commerce: Support Team Lead (LATAM)

Contract, Customer, Customer Support, Development, Management, Product, Remote Work
Latin America Only
September 11, 2024
Contract Full Time Remote

Job Description

Contract

Time zones: EST (UTC -5), MST (UTC -7), ART (UTC -3), UTC -4, UTC -4:30, UTC -3, UTC -2
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.
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!

Source ⇲

To apply, please visit the following URL:https://weworkremotely.com/remote-jobs/rivo-commerce-support-team-lead-latam→

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