(Remote Work) Support Team Lead – Rivo Commerce

Job Overview

  • Job Title Support Team Lead
  • Hiring Organization Rivo Commerce
  • Company Website https://www.rivo.io/
  • Remote Locations LATAM
  • Job Type  Remote, Full-Time
At Rivo we’re looking for a Support Team Lead (LATAM) to join our team.
Full-time · Remote (LATAM

Who we are

Rivo is a loyalty and referrals platform for Shopify created to drive revenue and retention. We’re a team of ~12, scrappy, fast-acting, growth-minded people who like to GSD. Our team brings experience from Shopify, Airbrake, InVision, Github, Amazon & Shogun.

We’re an entirely remote team spread across 8 countries and 11 cities. This position is 100% remote.

About the job

As the Support Team Lead, you’ll be responsible for managing and mentoring a team of customer support representatives based in the Philippines. Your primary goals are to ensure timely and effective issue resolution, enhance customer satisfaction, and drive the collection of 5-star reviews from our customers. This role requires leadership skills, a customer-centric mindset, and the ability to thrive in a fast-paced, remote work environment.

Things we avoid

  • Micro-managing
  • Egos
  • Dram

Job Responsibilities

Team Management:

  • Lead, mentor, and manage a team of customer support representatives.
  • Set clear performance expectations and provide regular feedback.
  • Conduct performance evaluations and develop improvement plans as needed.

Customer Support Operations:

  • Oversee daily support operations to ensure prompt and accurate issue resolution.
  • Ensure the team adheres to established SLAs and KPIs.

Customer Satisfaction:

  • Implement strategies to enhance customer satisfaction and loyalty.
  • Drive initiatives to collect and increase the number of 5-star reviews from customers.
  • Collaborate with operations and product to resolve complex customer issues and improve overall customer experience.

Reporting and Analytics:

  • Generate and review reports on team performance, customer satisfaction, and ticket resolution.
  • Use data-driven insights to optimize support processes and achieve targets.
  • Report key metrics and insights to senior management.

Training and Development:

  • Identify training needs and organize regular training sessions for the support team.
  • Stay updated on product features, industry trends, and best practices to ensure the team is well-equipped to assist customers.

Job Requirements

  • Proven experience in a customer support or team lead role, preferably in a SaaS, Shopify or tech environment.
  • Strong leadership and team management skills, with a track record of driving team performance.
  • Excellent communication skills in English (both written and verbal).
  • Customer-centric mindset with a focus on delivering exceptional customer service.
  • Ability to work across flexible schedules and timezones
  • Ability to analyze data and use insights to drive performance improvements.
  • Experience working in a remote environment and managing remote teams.
  • Familiarity with support tools like Zendesk, Intercom, or similar platforms.
  • Scrappy, fast and resourceful
  • Self-driven with an entrepreneurial approach and ability to work autonomously with limited guidance / supervision

Employee Benefits

  • Fully-remote.
  • Regardless of the type of contract (employee or consultant), there is a guaranteed minimum of 18 days off per year.
  • Freedom to work where you’re the happiest and be a part of a team that cares about your success and well-being.

How To Apply

Click “apply” below to fill in the application form!

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