AI-Driven Customer Support Lead

A-Players; Fully; Remote; CHF 130.000 - 180.000; Vollzeit

Benefits dieser Stelle

Flexible hours

Medical insurance

Professional courses reimbursement

AI tools access

Team events

Paid vacations

Zusammenfassung

A-Players is seeking a Customer Support Lead to own and evolve our support function into a structured, measurable, scalable, and AI-driven operation. You will lead the Support team and collaborate with the Head of Payments to strengthen the function as the business grows.

We value proactive leaders who can implement quality standards, optimize workflows, and build a strong knowledge base. The role involves cross-functional collaboration with Product, Analytics, Engineering, and Legal, plus

Qualifikationen

• 3+ years in Customer Support / Operations, including 1–2 years in a leadership role.
• Experience with B2C digital/web products and subscription/billing journeys.
• Proven people-management with performance, onboarding, and quality control.
• Experience designing or significantly improving Support processes.
• Strong analytical mindset with metrics and data-driven decisions.
• Hands-on experience with Zendesk or similar Helpdesk platform.
• Experience with automation/AI in Support.
• Upper-Intermediate English or higher.

Aufgaben

• Own and continuously develop the Support function for quality, efficiency, and scalability.
• Lead the team: assess performance, set expectations, and improve effectiveness.
• Define quality standards and workload management approaches.
• Analyze schedule and coverage; scale the team as needed.
• Build transparent analytics and regular reporting on key metrics.
• Monitor billing-related metrics and impact on business outcomes.
• Drive AI, automation, and self-service initiatives with measurable impact.
• Develop and maintain a structured knowledge base, SOPs, FAQs, and docs.
• Feedback loop with Product to turn customer feedback into product improvements.
• Collaborate cross-functionally with Payments, Product, Analytics, Engineering, and Legal.
• Stay hands-on with Zendesk workflows and complex cases.

Kenntnisse

Leadership

Analytics

Stakeholder management

Team development

Quality improvement

Zendesk

Tools

Zendesk

Jobbeschreibung

A-Players is seeking a Customer Support Lead to own and evolve our support function into a structured, measurable, scalable, and AI-driven operation. You will lead the Support team and collaborate with the Head of Payments to strengthen the function as the business grows.

We value proactive leaders who can implement quality standards, optimize workflows, and build a strong knowledge base. The role involves cross-functional collaboration with Product, Analytics, Engineering, and Legal, plus