Support Team Lead

About Us

Infloww was founded with the purpose of addressing the underserved needs of the 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. Today, we are diversifying into new arenas, including AI-powered tools and fintech. We are a diverse team of builders and creatives distributed globally. Join us to be part of a movement that will elevate an entire industry.

Job Description

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

Applicants must be based in or willing to relocate to the Canary Islands.

Your responsibilities:

1. Hire, train, and manage the support team to deliver outstanding service via live chat, email, and ticketing systems.
2. Design, develop, and implement support systems and processes, including ticketing, chat, and knowledge base.
3. Track KPIs such as CSAT, response time, and resolution rate to drive efficiency and quality.
4. Handle VIP user issues and escalated complaints with sensitivity.
5. Serve as an escalation point for complex or sensitive customer issues.
6. Analyze support metrics to identify trends, areas for improvement, and opportunities to reduce ticket volume through automation or documentation.
7. Collaborate with Product, Engineering, and Success teams to advocate for customer needs and drive improvements.
8. Maintain and expand our knowledge base, FAQs, and support documentation.

Ideally, you will have:

• 3+ years in customer support, including at least 1 year in team leadership.
• Excellent communication and conflict-resolution skills.
• Experience in SaaS, creator platforms, or subscription services preferred.

Personal attributes include:

• Excellent communication and interpersonal skills.
• Fluency in English.
• Detail-oriented and highly organized.
• Strong analytical skills to track team effectiveness and implement data-driven improvements.
• Ability to work independently and collaboratively.

What’s in it for you:

• Competitive Salary: Attractive compensation based on experience and skills.
• Remote Work: Flexible hours and location options.
• Professional Growth: Opportunities for career advancement and personal development.
• Inclusive Culture: Be part of a diverse, innovative, and collaborative team.
• Supportive Team: Work with team members who value the importance of your role.

If you are passionate about customer service and eager to grow within a dynamic team, we encourage you to apply. Join us in delivering exceptional support to our Infloww platform users!