Global Customer Support Lead — Scale & Delight Users

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

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.