Global Customer Support Lead — AI-Driven, Scalable

OpenArt AI; United States; Remote; USD 120,000 - 160,000; Full time

Job summary

OpenArt AI is seeking a Customer Support Lead to own the global support experience for its users. You will lead across email, community, and social channels, shaping processes and performance standards while using automation to deliver faster, higher-quality support at scale.

You will partner with Product, Engineering, and Operations to translate user feedback into actionable improvements, drive retention, and rebuild trust after difficult experiences.

Qualifications

• 7+ years in Customer Support or related function with leadership experience.
• Experience supporting global software/SaaS customers.
• Strong empathy, judgment and data-driven performance improvement capabilities.
• Excellent written and verbal communication in English.

Responsibilities

• Lead global customer support across email, community, and social channels.
• Manage and develop a distributed support team with clear goals, KPIs, and quality standards.
• Resolve complex, sensitive, high-priority customer issues with empathy and sound judgment.
• Manage support responses on Trustpilot, Reddit, and other public platforms with escalation coordination.
• Build scalable workflows, escalation processes, SLAs, quality reviews, and performance reporting.
• Improve efficiency and service quality through AI, automation, self-service, and better support tooling.
• Build a Voice of Customer feedback loop and partner with Product, Engineering, and Operations to resolve root causes.
• Partner with Product, Lifecycle Marketing, and Data to improve retention via proactive follow-up and product education.

Skills

7+ years in Customer Support

Global customers experience

KPIs & SLAs

Empathy

Product sense

Public reviews

AI & automation interest

English proficiency

Job description

OpenArt AI is seeking a Customer Support Lead to own the global support experience for its users. You will lead across email, community, and social channels, shaping processes and performance standards while using automation to deliver faster, higher-quality support at scale.

You will partner with Product, Engineering, and Operations to translate user feedback into actionable improvements, drive retention, and rebuild trust after difficult experiences.