Customer Support Team Lead (Full-Time, Work From Home, eCommerce Brand)

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Hi, and thanks for stopping by.

We are Stepprs, a fast-growing eCommerce brand selling to customers in the US, UK and Australia. We are building our own in-house customer support team and looking for an experienced Customer Support Lead to run it, coach the agents, and own our support platform end to end.

This is a work-from-home role, 40 hours a week (8 hours a day), with fixed monthly pay in USD plus performance bonuses.

What you will be doing:

- Leading, coaching and supporting a small team of support agents

- Owning our support platform (Commslayer), including setup, workflows, macros and automations

- Tracking and improving the key metrics: CSAT, first response time and resolution time

- Handling escalations and the toughest tickets yourself

- Spotting recurring issues and working with our operations and marketing teams to fix them at the source

- Keeping every reply across the team fast, warm and human, never robotic or copy-pasted

What we are looking for:

- At least 4 years of customer support experience, including leading or managing a team

- Experience supporting a DTC or eCommerce brand (returns, refunds, "where is my order")

- Shopify experience

- Hands-on with a helpdesk platform such as Commslayer, Zendesk, Gorgias, Intercom or Freshdesk, including building macros, workflows and automations

- Strong written English, clear, natural and friendly (this matters a lot, we test it)

- Comfortable owning metrics and reporting to leadership

- Reliable internet and a quiet place to work

- Comfortable committing to a fixed shift

Nice to have:

- Experience setting up or migrating a helpdesk platform

- Experience building a knowledge base or a quality review process

- Experience with 3PL or fulfilment systems

- Worked directly inside a DTC brand before

Shifts (please apply for the one you can commit to):

- Day shift: roughly 8am to 5pm Philippine time

- Night shift: roughly 9pm to 6am Philippine time (covers our US customers)

Why join us:

- Lead and build a brand-new in-house support team from the ground up

- Full-time, stable, long-term role with a brand that is growing fast

- Work from home, no commute

- Fixed monthly salary in USD plus performance bonuses, paid on time

- Real ownership of the support function, with the backing to build it your way

- Modern tools and AI that handle the boring tickets, so your team focuses on the real problems

How to apply:

Click the link below and fill out the short application form.

We read every application. Good luck, we are excited to meet you.

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