Customer Support Lead

Salary Range: 110000 to 140000 (Currency: USD) (Pay period: per-year-salary)

What You'll Do:

• Be the expert in customer-facing and internal knowledge bases
• Maintain and improve communication pathways between the customer experience team and the product team to ensure issues can be quickly escalated
• Managing our support team, a group of experienced customer support experts contracted from around the globe
• Create a hiring plan for the next 12 months, thinking about ticket / user ratio, new support channels etc
• Define most important KPIs for support and start measuring them & presenting info with clear visualization
• Support team members and develop them in their career growth. Ensure they maintain high standards in their work, and coach them towards continuous improvement

What You'll Bring:

• 1-2 years experience leading a team of 3 or more
• At least 5 years of relevant, customer service experience
• A user-centric mindset
• Excellent writing and communication skills
• Strong collaborator with ability to create alignment across all levels and all key stakeholders
• Bonus if you have: experience working with Zendesk

Who We Are Looking For:

• Autonomous
• Bring solutions instead of problems
• Data driven
• Quick to action
• A high functioning workaholic
• Looking for exponential career growth
• Have lots of fun building a generational AI x Entertainment company

What We'll Offer:

• 401k plan, designed to help you save for the future
• Health benefits tailored to your needs, including medical, dental, and vision coverage
• Professional coaching for everyone
• Team-building events, including our annual Tulum trip
• Unlimited access to our Galatea app and Galatea TV app
• Unlimited budget for self-development books
• Charity donation of your choice at your one year anniversary
• Free lunch in office everyday
• Class Pass membership for US based employee and gym access for Berlin employees
• Dog friendly offices in Berlin and San Francisco