Global Customer Support Lead for AI SaaS

OpenArt AI; Philippines; Remote; PHP 1,200,000 - 2,400,000; Full time

Job summary

OpenArt AI is seeking a Customer Support Lead to own the global support experience for our users, delivering high-quality service across email, community, and social channels.

You will build scalable processes, lead a distributed team, set clear KPIs, and partner with Product, Engineering, and Operations to turn user feedback into product improvements that drive retention and long-term value. You’ll also focus on trust, friction resolution, and customer advocacy.

Qualifications

• 7+ years in Customer Support or related function, with team leadership experience.
• Experience supporting global software/SaaS products.
• Strong data-driven approach to diagnose problems and improve performance.
• Excellent written and verbal English.

Responsibilities

• Lead global customer support across email, community, and social channels.
• Develop a distributed support team with clear goals and KPIs.
• Resolve complex, high-priority issues with empathy and sound judgment.
• Build scalable workflows, SLAs, reviews, and performance reporting.
• Collaborate with Product, Engineering, and Operations to improve retention.
• Drive efficiency with AI, automation, and self-service tooling.

Skills

Leadership

Global support

Data-driven

Empathy

English communication

Job description

OpenArt AI is seeking a Customer Support Lead to own the global support experience for our users, delivering high-quality service across email, community, and social channels.

You will build scalable processes, lead a distributed team, set clear KPIs, and partner with Product, Engineering, and Operations to turn user feedback into product improvements that drive retention and long-term value. You’ll also focus on trust, friction resolution, and customer advocacy.