L1 Support Team Lead

SplitMetrics is a global software company offering an ecosystem of products and services that serve as a growth engine for top mobile-first businesses worldwide. Our ecosystem includes:

• SplitMetrics Acquire, a platform for automating and optimizing Apple Search Ads. 

• SplitMetrics Agency, a full-service mobile marketing agency staffed by top experts.

• SplitMetrics Optimize, an A/B testing platform recognized as the ASO Tool of the Year.

• App Radar by SplitMetrics: an ASO platform with advanced keyword and competitor insights.

Why SplitMetrics? 

• For almost 10 years, we've been at the forefront of the mobile marketing industry, providing an ecosystem of market-leading technologies.

• An Apple Search Ads Partner, SplitMetrics is the 1st company to build the Apple Search Ads management platform. 

• Working with top mobile companies and brands globally: Skyscanner, Glovo, Flo, Babbel, Wooga and many more.

• Generating an impressive transaction volume, with over $1 billion in ad spend flowing through our ecosystem.

• Integrated AI into our strategic approach since 2023.

• Effectively collaborate across 20+ countries with a remote-first and supportive culture.

About the role: 

The Team Lead, L1 Support, is responsible for managing and mentoring a team of L1 Support Specialists, ensuring optimal team performance and high levels of customer satisfaction across the entire SplitMetrics ecosystem. The supported products include SplitMetrics Acquire, SplitMetrics Optimize, and App Radar. This role plays a key part in team coaching, performance monitoring, reporting, workflow optimization, and customer incident communication. It also involves driving process improvements and implementing automation within support operations.

What will you do:

• Lead and manage a team of L1 Support Specialists, ensuring timely, efficient, and high-quality resolution of customer inquiries.

• Monitor and analyze team performance against KPIs, providing regular feedback, coaching, and development opportunities to enhance individual and team results.

• Handle escalated customer issues, ensuring they are resolved promptly and to the highest standard.

• Collaborate cross-functionally with departments such as Sales, Customer Success, L2 Support, Integrations, Product Marketing, Product, and Agency teams to deliver seamless support across all customer touchpoints.

• Contribute to the development, maintenance, and optimization of internal support documentation and customer-facing resources.

• Lead and participate in initiatives aimed at increasing team productivity and operational efficiency, including new workflow design and process improvement.

• Organize and facilitate regular team meetings to promote knowledge sharing, track progress, and align with broader business objectives.

• Contribute to small-scale projects such as building customer onboarding workflows or creating integration checklists for Sales enablement.
• Lead the feature Go-To-Market (GTM) process from the L1 Support perspective, including product release support, Help Center updates, and cross-functional knowledge transfer as needed.

• Own and maintain the Help Center, ensuring content is accurate, up-to-date, and aligned with product and customer needs.

• Manage Intercom, including subscription renewals, implementation of new features, and the optimization of its full suite of tools.

• Own the refinement and continuous improvement of AI models and scenario development for customer support automation.

About you: 

• Minimum of 2 years of experience managing a customer-facing support team of at least 5 members.

• Proficiency in English at a C1 level (advanced).

• Strong expertise in Intercom, including automation workflows, Knowledge Base creation, reporting, and outbound communications.

• Proven leadership, mentoring, and coaching skills, with a passion for team development.

• Solid understanding of B2B customer service operations, best practices, and service delivery metrics.

• Strong analytical and problem-solving skills with the ability to make data-driven decisions.

• Excellent written and verbal communication skills, capable of motivating and inspiring teams.

• Exceptional time management and organizational skills, with the ability to juggle multiple priorities and projects effectively.

• Business-oriented mindset with a focus on delivering value and driving customer success.

It would be great if you have:

• Bachelor’s degree in this direction.

• Leadership or team management certifications.

How we measure success in this role: 

KPIs: 

• Overall Team KPI and OKR Achievement Rate

• SLA per Tier

• Customer Satisfaction Score (CSAT)

• Help Center Updates & Coverage

• Automation Rate (Workflows and Fin in Intercom)

• GTM Participation Metrics

• Customer Retention

UVP: A scalable and customer-focused support leadership function that drives team performance, enhances customer satisfaction, streamlines operations through automation, and ensures high-quality frontline support across the product ecosystem.

What is there for you?

• Time Off: Vacation and public holidays following your country's regulations. Additional PTOs annually for personal rejuvenation.

• Health and Wellness: Medical insurance or health care compensation. Paid sick leave to prioritize your well-being.

• Professional Development: Top online/offline conferences and mobile industry events. Internal courses for continuous professional development.

• Performance and Growth: Micro-management-free and supportive management style. Semi-annual performance review sessions. New career opportunities through our internal mobility program.

• Team Engagement: Corporate online events and offline team retreats. Collaboration between teams through shared OKRs. Environment conducive to open dialogue and constructive feedback.

• Work Flexibility: Flexible working schedule for a better work-life balance. Remote-first working environment.

• Workspace Options: Coworking costs coverage program. Office hubs in key locations for a convenient and productive work environment.

Our Culture

At SplitMetrics, our values are not just words — they guide everything we do. To achieve our ambitious goals and maintain success, we stand united by our core behaviors:

• Move Fast

• Get Sh*t Done

• Build Together

• Strive for Transparency

• Own What You Do

• Learn + Share = Excel

Remote Hiring Guidelines: At SplitMetrics, we welcome team members from various countries. While all our roles are remote, certain positions may have specific eligibility requirements based on location. Our Talent Acquisition team can help answer any questions about location after starting the recruiting process.