Remote job
Lead, Customer Support - Thailand
Job details
About this role
Role overview
Lead and develop a customer support team serving the Thai market, with responsibility for service quality, team performance, and day-to-day operations. The role combines coaching, technical escalation support, staffing and workload oversight, and collaboration with global support and product groups to improve customer outcomes.
Responsibilities
- Coach and develop support staff handling customer cases through tickets, phone, and live chat; build a culture of accountability and continuous learning. - Hold regular one-to-ones and performance reviews, provide feedback, and support individual development planning. - Track measures such as customer satisfaction, response and resolution times, service-level performance, backlog, productivity, and support quality. - Oversee daily ticket allocation, staffing coverage, and workload to maintain reliable service levels. - Guide complex escalations, including technical investigation, customer communication, and de-escalation. - Coordinate with global support and technical teams during incidents, and help staff reproduce defects, document findings, and escalate cases through internal tracking tools. - Identify knowledge gaps, deliver training, review customer feedback and case quality, and lead process improvements with partner teams.
Requirements
- Experience leading, coaching, or developing a customer support team. - Ability to manage support operations and use performance measures to identify service or workload issues. - Strong customer communication and escalation-handling skills, including the ability to guide technical troubleshooting. - Experience reviewing cases, documenting defects, and coordinating issues with technical or cross-functional teams. - Ability to use customer feedback and support data to improve team practices and customer experience.
Benefits and work setup
- Remote role based in Thailand. - Paid time off in line with local requirements, fully paid parental leave, and a home-office stipend based on country of residence. - Professional development courses and opportunities for upskilling, manager training, and knowledge sharing.