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Customer Support Team Lead

Gorgias empowers ecommerce brands to grow through AI-powered customer experience. We are the #1 CX platform in the industry, trusted by over 15,000 merchants worldwide – from small independent shops to some of the largest ecommerce brands in the world.

We offer the most integrations of any tool on Shopify (100+) and the ability to get setup fast, without the need for complex onboarding. Gorgias offers its users a unified platform to manage every aspect of their customer support on every channel.

We can automate 60% of a brand’s support so that agents can focus on high-value conversations and driving sales. Plus, we offer purpose-built marketing tools to help merchants convert more shoppers into customers, driving GMV.

About the Team

Join our team for the opportunity to:

👩🏼‍💻Work with a passionate and motivated team that is at the heart of our Support operation and collaborates with other departments in the company.

💪 Display extreme ownership by driving a function or key result area of the support operation from start to finish, returning results that serve the team's vision.

🌱 Guide your team to success and encourage their growth.

About the Role

As the Customer Support Team Lead, you will lead a team that focuses on the internal Billing operation as part of the Support team. You will coach, mentor, and manage a team of high-performing employees distributed globally with a focus on progressing their professional growth.

You will lead by example by helping customers, inspiring your team with data-driven decisions, and being an expert on the product, our billing policies and the industry to reach your team’s key objectives.

As a Team Leader in a client-facing role, you display superb customer service skills, positive energy, tenacity in solving problems, proactiveness, and truly caring about helping customers with the correct platform use while supporting Gorgias’ goals.

What You’ll Do

  • Lead the Support Billing team using performance management and development process: weekly performance check-ups and 1:1s, monthly carer paths, and quarterly performance reviews to support their growth

  • Monitor and coach the team’s quality assurance and efficiency metrics regularly

  • Manage your KRs (project management, scoping, reporting, etc) to success

  • Handling escalations reported by the team and managing clients who have had a negative experience or are a churn risk

  • Work together with Success, Sales, and other cross-functional partners to help drive the best support for our clients and support internal teams

  • Create and update internal features and documentation related to the internal Billing Support operation

  • Work with other leaders to identify and take action on bottlenecks and areas of improvement within the customer experience and internal processes

Who You Are

  • You have at least 3 years working in customer support, out of which at least 1 year in a manager role; Experience with SaaS or at a data-driven company is a plus

  • Have great project management and planning skills with a growth mindset

  • You are data-driven and have problem-solving skills to create and launch new initiatives (someone who can figure things out)

  • A well-rounded leader who can coach, mentor, and manage direct reports while transmitting the company’s vision and setting a strong example

  • Strong de-escalation skills and comfortable working with different aspects of Gorgias including customer journeys, quality, billing and subscription, Gorgias products, etc.

  • Familiarized with payment processors, with special attention to Stripe and Shopify payments

  • Proficient in English with strong communication skills

🏖️ 5-week vacation

  • 🤕 Paid sick leave (15 days)

  • 🌏 6 weeks full-remote/year

  • 🧸 Paid parental leave (16 Weeks)

  • 🍽️ $300/month for lunch expenses (you'll have your own Gorgias credit card)

  • 🏥 Included in your offer’s calculation, there’s a 5% bonus for healthcare to compensate for Private Health costs

  • 💆🏻‍♀️ Get $700 to set up your workstation at home (working from home should feel breezy)

  • 📚 Get $2000 of learning material and wellness support per year! Take advantage of these resources to grow in your role and prioritize your personal development and wellness.

  • 🥰 Every quarter, we organize an online company-wide summit to discuss where we’re going and strengthen social bonds. Once per year we organize offsite team retreats and company retreats!

This role will be Hybrid, reporting to our Buenos Aires Office

More cool things to know about Gorgias... 😁

Diversity, Equity, and Inclusion at Gorgias

At Gorgias, we’re dedicated to creating a diverse, inclusive, and equitable workplace where everyone is valued. We provide equal opportunities without discrimination based on race, gender, age, disability, or any characteristic protected by law.

We also recognize that individuals from diverse backgrounds—especially women and underrepresented groups—may hesitate to apply if they don’t meet every requirement. If this role excites you and you’re eager to grow, we strongly encourage you to apply, even if you don’t check every box. You might bring something unique and valuable that we didn’t even know we needed.

If you need accommodations to participate in the application or interview process, perform essential job functions, or access other employment benefits, please contact us at accommodation@gorgias.com. Let’s grow together!

Average salary estimate

$75000 / YEARLY (est.)
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$60000K
$90000K

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What You Should Know About Customer Support Team Lead, Gorgias

As the Customer Support Team Lead at Gorgias in Buenos Aires, you’ll join a vibrant, passionate team dedicated to delivering an exceptional customer experience through our advanced AI-powered platform. Gorgias empowers eCommerce brands by seamlessly integrating all customer support interactions, allowing agents to focus on the most critical discussions that drive sales. In this leadership role, you’ll manage a talented team that's crucial to our internal Billing operation, guiding them through performance management, coaching, and fostering their professional growth. Your knack for problem-solving and excellent communication skills will be essential as you assist clients, manage escalations, and collaborate with cross-functional partners to optimize customer support. At Gorgias, we believe in supporting our team members with robust resources, including generous vacation time, wellness programs, and continuous learning opportunities. If you’re ready to inspire others and lead a high-performing team in a thriving workplace, we’d love to hear from you!

Frequently Asked Questions (FAQs) for Customer Support Team Lead Role at Gorgias
What are the key responsibilities of a Customer Support Team Lead at Gorgias?

As a Customer Support Team Lead at Gorgias, you will oversee the Billing Support team, focusing on coaching and performance management of your team members. Your responsibilities will include conducting regular performance check-ups, managing escalations, and collaborating with other teams to enhance the customer experience. You'll utilize data-driven strategies to guide your team towards achieving specific objectives and improving overall service quality.

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What qualifications do I need to become a Customer Support Team Lead at Gorgias?

To qualify for the Customer Support Team Lead position at Gorgias, candidates should have a minimum of 3 years of experience in customer support, with at least 1 year in a management role. Familiarity with SaaS companies and experience working in data-driven environments is preferred. Strong project management skills, problem-solving abilities, and outstanding communication skills in English are also essential to succeed in this role.

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How does Gorgias support employee development for the Customer Support Team Lead?

Gorgias is committed to the professional growth of its employees, including those in the Customer Support Team Lead position. Comprehensive development processes are in place, including individual career paths, performance reviews, and access to $2,000 worth of learning materials and wellness support per year. This investment allows you to grow professionally while prioritizing your well-being.

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What type of work culture can I expect as a Customer Support Team Lead at Gorgias?

At Gorgias, the work culture is inclusive, collaborative, and vibrant. As a Customer Support Team Lead, you’ll be part of a passionate team that values each member's contributions. Regular company-wide summits, team retreats, and the focus on diversity and inclusion create a supportive environment where employees can thrive and feel valued.

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What benefits does Gorgias offer to a Customer Support Team Lead?

Gorgias offers an attractive benefits package for its Customer Support Team Lead position, which includes 5 weeks of vacation, paid sick leave, a contribution for lunch expenses, and a budget to set up your home workstation. In addition, employees can enjoy paid parental leave and a healthcare bonus to support private health costs, ensuring a strong work-life balance and overall well-being.

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Common Interview Questions for Customer Support Team Lead
Can you describe your experience in managing a customer support team?

When answering this question, highlight specific instances from your previous roles where you effectively led a team. Discuss your approach to coaching team members, managing performance, and addressing challenges. Be sure to emphasize how your leadership style aligns with Gorgias's vision and values.

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What strategies do you use to measure team performance?

Explain your data-driven approach to performance measurement, discussing key performance indicators (KPIs) you have utilized in the past. Provide examples of how you have used these metrics to improve team efficiency and customer satisfaction while articulating how you would apply these strategies at Gorgias.

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How do you handle escalated customer issues?

Discuss your methods for de-escalating customer situations and the importance of empathy and active listening. Provide insight into how you empower your team to handle escalations effectively while also focusing on maintaining a positive customer experience.

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What is your approach to coaching and developing team members?

Share your philosophy on employee development and coaching. Discuss how you encourage career paths, provide constructive feedback, and foster a growth mindset in your team members. Using specific examples will bolster your answer.

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Describe an innovative solution you implemented in a previous role.

Prepare a situation where you introduced a new process or tool that significantly improved team efficiency or customer satisfaction. Discuss the implementation process and the impact it had, highlighting your problem-solving skills and creativity in problem-solving.

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How do you prioritize tasks and projects within your team?

Talk about your time management and organizational strategies for balancing multiple projects. Offer examples of how you’ve effectively prioritized tasks in the past, ensuring the team remains focused and productive.

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Can you give an example of a time you transformed a challenging situation into a positive outcome?

Select a specific challenge you faced in your professional journey, explaining the context, the actions you took to address it, and the successful result. Focus on your resilience and leadership during a tough time.

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What role does data play in your decision-making process?

Emphasize the significance of data in guiding your team decisions. Discuss how you analyze performance metrics and customer feedback to drive improvements and inform your strategies, aligning it with Gorgias's focus on data-driven results.

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How do you ensure effective communication within a remote team?

Discuss your strategies for maintaining open lines of communication with team members, such as regular check-ins, using collaboration tools, and encouraging feedback. Highlight how these methods promote a healthy remote work culture.

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What do you believe are the most critical qualities for a Customer Support Team Lead?

Mention qualities such as empathy, leadership, communication skills, adaptability, and problem-solving abilities. Relate these qualities back to Gorgias's mission and values, illustrating how they fit into the Customer Support Team Lead role.

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Founded in 2015 by Roman Lapeyre and Alex Plugaru, Gorgias is a multi-channel help desk integrated with e-commerce merchants' (BigCommerce, Shopify Plus, and Magento) back-office. It allows merchants to manage all their customer support from a sin...

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Full-time, hybrid
DATE POSTED
December 17, 2024

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