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Support Lead
Clearer
remoteotherfull-time
WorldwidePosted 20h ago
Job Description
About clearer.io
At clearer.io, we’re reimagining eCommerce by enhancing search, discovery, and customer engagement through a standout suite of innovative apps.
Our mission is simple but powerful: to empower partners with tools that streamline operations, build trust, and drive sustainable growth.
We’re not just building technology — we’re shaping the future of online retail. By delivering solutions that inspire confidence and create real results, we help businesses cut through the clutter and focus on what truly matters.
Here, innovation meets real impact. Our global team empowers eCommerce brands to accelerate growth and optimize every stage of the customer journey. We’re a culture built on collaboration, creativity, and transformation — where ideas are encouraged, and every voice makes a difference.
If you’re ready to grow, lead, and make your mark in a fast-moving eCommerce landscape, join clearer.io and help make online retail clearer, smarter, and more rewarding for everyone.
Your Impact:
As a Support Lead, you will play a crucial role in ensuring seamless customer experiences by leading a team of Tier 1 and Tier 2 support representatives. You’ll be responsible for enhancing operational efficiency, ensuring timely and effective issue resolution, and maintaining high standards of customer satisfaction. Your leadership will contribute to continuous improvement, helping to optimize support processes, drive team development, and elevate the quality of service we provide.
About clearer.io
At clearer.io, we’re reimagining eCommerce by enhancing search, discovery, and customer engagement through a standout suite of innovative apps.
Our mission is simple but powerful: to empower partners with tools that streamline operations, build trust, and drive sustainable growth.
We’re not just building technology — we’re shaping the future of online retail. By delivering solutions that inspire confidence and create real results, we help businesses cut through the clutter and focus on what truly matters.
Here, innovation meets real impact. Our global team empowers eCommerce brands to accelerate growth and optimize every stage of the customer journey. We’re a culture built on collaboration, creativity, and transformation — where ideas are encouraged, and every voice makes a difference.
If you’re ready to grow, lead, and make your mark in a fast-moving eCommerce landscape, join clearer.io and help make online retail clearer, smarter, and more rewarding for everyone.
Your Impact:
As a Support Lead, you will play a crucial role in ensuring seamless customer experiences by leading a team of Tier 1 and Tier 2 support representatives. You’ll be responsible for enhancing operational efficiency, ensuring timely and effective issue resolution, and maintaining high standards of customer satisfaction. Your leadership will contribute to continuous improvement, helping to optimize support processes, drive team development, and elevate the quality of service we provide.
What you’ll do:
Lead and manage Tier 1 and Tier 2 support teams, ensuring that customer inquiries and issues are resolved in a timely and efficient manner.
Champion an AI-first support culture by driving the adoption, optimization, and governance of AI-powered tools, enabling the team to deliver faster, more consistent, and higher-quality customer support while continuously identifying opportunities for innovation and efficiency.
Monitor and analyze support metrics to identify opportunities for improvement and implement corrective actions when necessary.
Provide guidance and mentorship to team members, fostering an environment of growth and collaboration.
Handle customer tickets, complex and high-priority issues, escalate to appropriate stakeholders, and ensure timely resolution when necessary.
Collaborate with cross-functional teams (such as Product and Engineering) to address recurring issues and provide customer feedback.
Ensure team adherence to SLAs (Service Level Agreements), customer satisfaction goals, cross-sales and upsell opportunities in collaboration with other client-facing teams.
Drive initiatives to enhance team performance, improve troubleshooting processes, and reduce ticket resolution time.
Prepare and deliver periodical and custom reports as requested by the management team, ensuring accuracy, timeliness, and accuracy of the data provided.
Support managers with assigned tasks or projects to ensure smooth operations and alignment.
What You’ll Bring:
A strong passion for customer service and a commitment to delivering outstanding support experiences.
Proven experience leading and managing support team in a fast-paced environment.
Leadership and coaching abilities to inspire and develop your team.
Strong verbal and written communication skills in English.
Good knowledge of frontend technologies such as HTML, CSS, JavaScript.
Strong problem-solving skills with a focus on resolving customer issues quickly and efficiently.
Excellent communication and interpersonal skills, with the ability to work effectively with both customers and internal teams.
Ability to analyze data, identify trends, and implement process improvements based on insights.
Experience with support tools and platforms (such as Intercom, Slack, Confluence, etc.).
Strong organizational skills with the ability to prioritize and manage multiple tasks simultaneously.
Why Clearer.io?
We believe in making things simpler - for our customers, and for each other. That means clarity, purpose, and progress guide everything we do.
Customers at the heart: We obsess over their needs so we can grow together
Purposeful progress: We don’t settle. We take initiative and embrace bold thinking.
Endless innovation: We refine, improve, and take meaningful action
Always open: We build trust through transparency and global collaboration
Clear benefits:
100% Remote Culture: Work from anywhere in Vietnam that brings you happiness.
Performance-based Year-End Bonus: Recognizing and rewarding your individual contributions.
Wellness Allowance: Support for classes promoting physical and mental health.
Time Off: 20 days/year, in addition to Vietnam holidays.
MacBook Provided.
Collaborative Events: Offline meet-ups, monthly gatherings and year-end party.
Continuous Learning: Technical and general workshops, online resources.
Health and Wellness Benefits: Generali Health Care, annual check-up.
International Exposure: Enhance expertise and English communication skills.
Working hours: 8:00 AM – 5:00 PM (Vietnam time), Monday to Friday.
We’re here to make things clearer - in ecommerce and in employee experience. If that sounds like your kind of role, we’d love to hear from you!
Job Details
- Company
- Clearer
- Location
- Worldwide
- Type
- full-time
- Source
- realworkfromanywhere
