Customer Support Lead (Fully Remote)

OpenArt; United States; Remote; USD 110,000 - 160,000; Full time

Job summary

OpenArt is seeking a Customer Support Lead to own and elevate the customer experience for its global users. You will oversee multi-channel support, drive scalable processes, and leverage technology to deliver faster, higher-quality service.

You will manage a distributed team, set goals and KPIs, and use data to diagnose issues and improve performance, collaborating across product and operations to raise customer satisfaction.

Qualifications

• 7+ years in Customer Support or related function with leadership experience.
• Experience supporting global customers for software/SaaS products.
• Strong knowledge of support workflows, KPIs, SLAs, and escalation processes.

Responsibilities

• Lead global customer support across email, community, and social channels.
• Manage and develop a distributed support team with clear goals and KPIs.
• Resolve complex, high-priority customer issues with empathy and sound judgment.

Skills

Leadership

Team development

Data-driven decisions

Customer support

SaaS experience

Job description

• We’re looking for a Customer Support Lead to own and elevate the customer support experience for OpenArt’s global users.
• You’ll lead our customer support operations across multiple channels, build clear processes and performance standards, and help us use technology and automation to deliver faster, higher-quality support at scale.

What You’ll Do:

• Lead global customer support across email, community, and social channels, delivering consistent, high-quality service.
• Manage and develop a distributed support team, setting clear goals, KPIs, and quality standards.
• Resolve complex, sensitive, and high-priority customer issues with empathy and sound judgment.

What We’re Looking For:

• 7+ years in Customer Support, Customer Experience, Customer Operations, or a related function, with a track record of leading, coaching, and developing teams.
• Experience supporting global customers for a software, SaaS, consumer internet, or technology product.
• Strong command of support workflows, KPIs, SLAs, escalation processes, and quality management; comfortable using data to diagnose problems and improve performance.

OpenArt

OpenArt helps millions of creators turn ideas into images, videos, stories, and ads with AI. We’re a small, fast-moving team building for people who have a vision but not a studio.