About the Customer Support Lead Role APPLY

Position Overview

We are seeking a driven and empathetic Customer Support Lead to join our team as the first leadership hire in our support function. In this role, you will set the standard for delivering exceptional customer support experiences, ensuring our users get the most out of Prediko’s inventory management platform. Reporting directly to our COO, Cyrus Mahler, and Customer Success Manager, Oz Osbaldeston you will be instrumental in building and scaling our customer support team while closing the feedback loop between customers and product development, and actively contributing to the company’s strategic growth.

This role is ideal for someone who thrives in dynamic environments, values customer satisfaction, and is passionate about improving processes to deliver a 5-star customer experience. It also offers the unique opportunity to grow into a leadership position while working closely with the executive team. You’ll gain firsthand experience scaling a business within the Shopify ecosystem and acquire valuable insights into profit and loss (P&L) management and the key drivers of business success.

Responsibilities

• Customer Support Excellence:
  • Deliver outstanding support to Prediko customers by resolving inquiries efficiently and professionally.
  • Ensure customer satisfaction by improving key metrics such as first response time, resolution time, and the CSAT score.
  • Build processes and frameworks to consistently provide a 5-star support experience. Proactively anticipate issues before they arise for customers, showcasing flexibility and responsibility in deciding and leading how support is done.
  • Leverage tools and technologies to streamline support operations and create a robust self-service knowledge base.
  • Take ownership of a closer relationship with a cohort of 30-40 brands for active management, ensuring their success with the Prediko platform.
• Team Building & Leadership:
  • Lay the groundwork for scaling the support team, including defining roles, processes, and tools needed for team growth.
  • Hire, train, and mentor future support team members as the company expands.
• Product Feedback & Collaboration:
  • Act as the voice of the customer by capturing insights and feedback to share with the product and development teams.
  • Work closely with the COO, customer success and product teams to prioritize features and enhancements that improve customer satisfaction and product adoption.
  • Collaborate directly with the engineering team to communicate technical challenges and suggest improvements that align with customer needs.

Requirements

• Proven experience in a customer support or similar role, preferably in SaaS or tech-driven environments.
• Demonstrated ability to improve customer support metrics like first response time and resolution time.
• Excellent problem-solving and communication skills, with a knack for empathizing with customers.
• Experience in building and leading customer support teams is a strong plus.
• Familiarity with tools like Zendesk, Intercom, or similar platforms.
• Proactive mindset and eagerness to contribute to product growth and development.

Reporting Structure

• Day-to-Day Reporting: You will report directly to Cyrus Mahler, COO, for guidance on priorities, performance tracking, and long-term development.
• Accountability to Leadership: Regular updates and insights will provide direct input into the company’s strategy, ensuring alignment with Prediko’s broader objectives and allowing for significant impact on the organization’s growth.

Hiring Process: