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

We are looking for a Customer Support Lead to take ownership of our existing Support function and help evolve it into a more structured, measurable, scalable, and AI-driven operation.

You will lead the Customer Support team and work closely with the Head of Payments to develop and strengthen the Support function.

This role is for a proactive leader who can identify opportunities for improvement, bring structure where it is missing, and continuously improve the way Customer Support operates as the business grows.

Responsibilities

• Own and continuously develop the Customer Support function, identifying opportunities to improve quality, efficiency, and scalability.
• Lead the Support team: assess current performance, identify strengths and development areas, set clear expectations, and continuously improve team effectiveness and quality.
• Define and implement clear quality standards, performance expectations, and workload and capacity management approaches.
• Analyze the current team schedule and coverage model and propose improvements based on workload and business needs, scaling the team when necessary.
• Build transparent Support analytics and regular reporting across key metrics such as First Response Time, Resolution Time, SLA Adherence, CSAT, AHT, productivity, workload, utilization, and capacity.
• Monitor billing-related metrics such as Refund Rate, Saved Cancellation %, and Dispute Win Rate and identify opportunities for Support to positively impact business outcomes.
• Review and optimize Support processes, identify bottlenecks and repetitive manual work, and drive AI, automation, and self-service initiatives with measurable impact.
• Develop and maintain a structured knowledge base, SOPs, FAQs, and operational documentation.
• Build a strong feedback loop between Support and Product: collect and analyze customer feedback, identify recurring issues and insights, and turn them into actionable product improvements and new ideas.
• Work closely with Payments, Product, Analytics, Engineering, and Legal on cross-functional initiatives related to customer experience and operational efficiency.
• Stay hands-on when needed, including working with Zendesk, Support analytics, workflows, and complex customer cases.

What We Look For

• 3+ years of experience in Customer Support / Customer Operations, including at least 1–2 years in a leadership role.
• Experience working with B2C digital / web products, preferably with subscription-based or billing-heavy customer journeys, including refunds, cancellations, subscriptions, chargebacks / disputes, and payment complaints.
• Proven people-management experience, including performance management, team development, workload management, onboarding, and quality control.
• Experience building, redesigning, or significantly improving Support processes rather than only maintaining existing operations.
• Strong analytical mindset and hands-on experience with Support metrics, with the ability to define baselines and targets, identify problems through data, and measure the impact of changes.
• Strong understanding of workload and capacity management and the ability to make data-informed decisions around team efficiency and staffing needs.
• Hands-on experience with Zendesk or a similar Helpdesk platform, including workflows, automations, routing, SLA policies, and reporting.
• Practical experience with Support automation, AI agents, AI copilots, chatbots, self-service, or other solutions that reduce repetitive manual work.
• Experience collaborating with Product teams and turning customer feedback and Support data into actionable product insights.
• Strong ownership, project management, and stakeholder management skills.
• Upper-Intermediate English or higher.

We Offer

• An opportunity to shape Support processes, metrics, quality standards, automation, and team practices rather than simply maintain an established setup.
• Close collaboration with the Head of Payments and cross-functional teams including Product, Analytics, Engineering, and Legal.
• The opportunity to build and scale AI-first Support processes and experiment with new automation and self-service approaches.
• A clear growth opportunity toward broader ownership of the Customer Support function as the business and team scale.
• Competitive compensation based on your experience, expertise, and impact.
• Access to available AI tools.
• Reimbursement of professional courses and trainings.
• Flexible working hours.
• Professional equipment and access to the necessary programs.
• Paid vacations, sick days, and other benefits.
• Medical insurance.
• A variety of corporate events and team-building activities.