Customer Support Lead (Global)

Openart
Philippines
Remote

Who this role is best for

Aimed at experienced customer support leaders who can manage global teams and drive product improvements through customer feedback.

Best fit for

  • Candidates with a background in managing global customer support teams for SaaS or tech products
    — “Experience supporting global customers for a software, SaaS, consumer internet, or technology product.”
  • Individuals who have led support teams and built scalable processes and feedback loops
    — “Manage and develop a distributed support team, setting clear goals, KPIs, and quality standards.”
  • Professionals with a proven ability to translate customer insights into product improvements
    — “Strong product sense and the ability to turn customer feedback into practical improvements through collaboration with Product and Engineering.”

Things to consider

  • The role demands managing public customer interactions on platforms like Trustpilot and Reddit
    — “Hands-on experience managing public reviews and customer discussions on Trustpilot, Reddit, and similar platforms”
  • The position requires a deep understanding of AI and automation for support optimization
    — “Interest in AI and automation, with practical judgment on using technology to improve support quality and efficiency.”

How to stand out

  • Highlight experience in building scalable support processes and SLAs in your resume and interviews
    — “Build scalable workflows, escalation processes, SLAs, quality reviews, and performance reporting.”
  • Emphasize your track record in using customer feedback to improve product and service quality
    — “Build a Voice of Customer feedback loop, turning recurring issues into actionable insights.”
  • Demonstrate your capability in handling sensitive and high-priority customer issues with empathy
    — “Resolve complex, sensitive, and high-priority customer issues with empathy and sound judgment.”
  • Include examples of improving retention through service recovery and education
    — “Demonstrated success improving retention through service recovery, proactive follow-up, and customer experience improvements.”
Pace · Fast PacedCollaboration · HighAutonomy · MediumDecision Impact · Team

Derived from job-description analysis by Serendipath's career intelligence engine.

What success looks like

  • Leading a global customer support team
  • Improving customer satisfaction metrics
  • Implementing scalable support workflows
Typical background
Customer support experienceTeam leadership roles

Skills & requirements

Required

Customer SupportTeam ManagementProcess ImprovementData AnalysisProduct Feedback

Preferred

AI And Automation

Stack & domain

Customer Support OperationsSupport WorkflowsKpisSlasQuality ManagementAIAutomationSelf-serviceSupport ToolingVoice Of Customer Feedback LoopProduct SenseProduct EducationCRM SystemEMR SystemDME Eprescribing ToolOrder Management PlatformSales StagesImplementation TeamSales MetricsPerformance DataEmpathyCustomer JudgmentCollaborationCommunicationTeam LeadershipProblem-solvingTechnical JudgmentCustomer Experience ImprovementsProactive Follow-upService RecoveryTrustworthyReliableCoachableCuriousCan-do AttitudeIntellectual CuriosityEnthusiasticMotivatedStrong Sense Of OwnershipImpactfulCrush ExpectationsCustomer SupportCustomer ExperienceProduct ManagementSalesCustomer SuccessBusiness DevelopmentHealthcareTechnology

About the role

Original posting from Openart via Ashby

ABOUT OPENART

OpenArt helps millions of creators turn ideas into images, videos, stories, and ads with AI. We’re a small, fast-moving team building for people who have a vision but not a studio. OpenArt is #12 on a16z’s Top 50 Consumer AI Apps by Monthly Revenue, one of five companies in the 2026 Disney Accelerator, and part of Notable Capital’s Prosumer AI 40.

Explore OpenArt https://openart.ai/

ABOUT THE ROLE

We’re looking for a Customer Support Lead to own and elevate the customer support experience for OpenArt’s global users.

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.

Source: Openart careers (Ashby)

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