Customer Support Lead (Global)

This role goes beyond managing tickets. 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.

You’ll also serve as an important bridge between our users and our product teams - understanding what users are experiencing, identifying patterns behind their feedback, and translating those insights into actionable product improvements.

You’ll help make customer support a driver of user retention and long-term customer value by resolving friction, rebuilding trust after difficult experiences, and helping users get lasting value from OpenArt.

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.

* Manage support responses on Trustpilot, Reddit, and other public platforms, addressing complaints and coordinating escalations to strengthen customer trust.

* 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, turning recurring issues into actionable insights and partnering with Product, Engineering, and Operations to resolve root causes.

* Partner with Product, Lifecycle Marketing, and Data to improve retention through proactive follow-up and product education; measure customer satisfaction, repeat contacts, and post-support retention.

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.

* Strong empathy and customer judgment, balancing customer needs with business considerations in difficult situations.

* Strong product sense and the ability to turn customer feedback into practical improvements through collaboration with Product and Engineering.

* Hands-on experience managing public reviews and customer discussions on Trustpilot, Reddit, and similar platforms, including complaints and sensitive public conversations.

* Demonstrated success improving retention through service recovery, proactive follow-up, and customer experience improvements.

* Interest in AI and automation, with practical judgment on using technology to improve support quality and efficiency.

* Excellent written and verbal communication skills in English.