Support Team Lead

Infloww; Gijón; A distancia; EUR 30.000 - 50.000; Jornada completa

Descripción de la vacante

Infloww seeks a Customer Support Lead to manage a support team dedicated to enhancing user experiences on the Infloww platform. The role involves designing workflows, handling escalations, and collaborating cross-functionally while promoting a creator-friendly environment. Candidates should have at least 3 years of experience in customer support, with strong communication skills and a desire to grow within a dynamic team.

Servicios

Competitive Salary

Remote Work

Professional Growth

Inclusive Culture

Supportive Team

Formación

• 3+ years of experience in customer support, including at least 1 year of team leadership.
• Experience in a SaaS business or creator platform preferred.
• Fluency in English is a must.

Responsabilidades

• Hire, train and manage the support team to deliver outstanding service.
• Design, develop and implement support systems and processes.
• Analyze support metrics to identify trends and areas for improvement.

Conocimientos

Communication

Conflict-resolution

Analytical skills

Organizational skills

Educación

3+ years in customer support

Team leadership experience

Experience in SaaS business or creator platform

Descripción del empleo

Infloww was founded with a specific purpose in mind to address the underserved needs of spicy creators segment often overlooked by mainstream tech companies. Our journey began with the development of the Infloww CRM, a platform tailored for the 3+ million OnlyFans creators. However, this marked just the beginning of our journey. Today, we are diversifying our company portfolio into new arenas, including Al-powered tools and fintech. We are a diverse team of builders and creatives distributed across the globe. This is your chance to be part of a movement that will elevate an entire industry.

Job Description

We are looking for a proactive and empathetic Customer Support Lead to build and manage our support team. You will be responsible for designing workflows, ensuring high-quality user experiences, and managing escalations. You will work closely with product, moderation, and compliance teams to maintain a creator- and fan-friendly environment.

We are looking for applicants who are currently based OR willing to relocate to the Canary Islands.

You’ll be responsible for :

Hire, train and manage the support team to deliver outstanding service through live chat, email, and ticketing systems.

Design, develop and implement support systems and processes (ticketing, chat, knowledge base)

Track KPIs (CSAT, response time, resolution rate) and workflows to drive efficiency and quality.

Handle VIP user issues and escalated complaints with sensitivity

Serve as an escalation point for complex or sensitive customer issues.

Analyze support metrics to identify trends, areas for improvement, and opportunities to reduce ticket volume (e.g., through automation or documentation).

Collaborate cross-functionally with Product, Engineering, and Success teams to advocate for customer needs and drive improvements.

Maintain and expand our knowledge base, FAQs, and support documentation.

Ideally you’ll have :

Education and Experience :

3+ years in customer support, including at least 1 year of team leadership

Excellent communication and conflict-resolution skills

Experience in a SaaS business, creator platform, subscription service preferred

Personal Attributes

Excellent communication and interpersonal skills.

Fluency in English is a must.

Detail-oriented and highly organised.

Strong analytical skills to track team effectiveness and make data-driven improvements.

Ability to work independently and as part of a collaborative team

What’s in it for you :

Competitive Salary : Attractive compensation package commensurate with experience and skills.

Remote Work : We offer flexible working hours and location options.

Professional Growth : Opportunities for career advancement and personal development in a fast-growing company.

Inclusive Culture : Be part of a diverse and collaborative team committed to innovation and excellence.

Collaborative and Supportive Team : Working with team members that understands the importance of the work you’ll be doing

If you are passionate about customer service and looking for an opportunity to grow within a dynamic team, we encourage you to apply for this exciting role. Join us in delivering exceptional support to our Infloww platform users!