Customer Support Lead
- Рівень:
- lead
- Джерело:
- djinni.co
Що робити
- Build and own the entire B2C customer support function from scratch
- Establish a tiered support model combining AI voice agents, human escalation, and engineering support workflows
- Create and manage Help Center content, FAQs, troubleshooting guides, and self-service resources
- Own customer refund and dispute processes
- Manage support across multiple channels, including voice interactions, QR-code support, and order-related customer touchpoints
Що очікуємо
- Experience building or significantly improving B2C customer support operations
- Experience designing support processes, selecting tools, creating knowledge bases, and establishing workflows
- Background in consumer commerce, food delivery, on-demand services, e-commerce, or similar customer-facing industries
- Experience working with tiered support models involving automation, chatbots, or AI-driven first-line support
- Experience managing refunds, disputes, and customer resolution processes
Що пропонуємо
- Experience with Intercom
- Experience with Stripe
- Experience supporting AI-powered or technology-driven consumer products
- Why This Role?
- Be the first support hire and shape the entire customer support function
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