Customer Support Lead (Remote)

Head of Customer Support | AMP

Join the team that’s redefining eCommerce!

We’re AMP (https://useamp.com/) – we’re a platform of interconnected, high-performance solutions, built to power and scale eCommerce businesses on Shopify.

More about us:

• Headquartered in Singapore, with global presence and a large number of customers in North America and Europe
• Founded by 2 successful 2nd-time entrepreneurs – Cameron Priest (founder/CEO of TradeGecko / exited TradeGecko to Intuit (Quickbooks)) and Patrick Barnes (founder /CEO of Advocately, exited to G2, ex-TradeGecko).
• We have 20k + eCommerce merchants globally that love us!
• Well funded and backed by South-East Asia’s largest Venture Capital firms
• Just under 3 years into our journey of hyper-growth.

What you’d be doing in this role:

Join our dynamic, global and diverse team as our Head of Customer Support. In this pivotal role, you will be managing a team of customer support representatives across multiple AMP products.

Areas of Responsibility

• Customer Experience: Develop and implement strategies to enhance customer satisfaction and build long-lasting relationships through personalized support.
• Performance Metrics and KPIs: Establish clear performance metrics and KPIs for your team that align to the overarching goals of AMP. Use these to track team effectiveness in helping move the business KPIs while driving internal accountability and improvement.
• Feedback Loop Integration: Create and maintain a feedback loop with customers to identify pain points, feature requests, and improvement areas, ensuring the product evolves based on user needs.
• Cross-Functional Collaboration: Collaborate closely with product, engineering, and sales teams to relay customer issues and insights, facilitating product improvements and aligning services with customer expectations.
• Process Improvement: Analyze existing support processes to streamline operations, reduce response times, and improve the overall efficiency of the support team.
• Scalability Planning: Develop scalable support strategies and workflows to accommodate future growth as the company expands it’s revenue growth
• Team Development Create a 24×7 global coverage roster, foster a culture of continuous learning by providing feedback, learning from customers, strong cross collaboration relationship with Product, Sales, Engineering and Marketing and ensure product training & industry best practice.
• Technology Utilization: Leverage customer support tools and software (Zendesk / Helpscout) to enhance team performance and improve customer interactions.
• Crisis Management and Resolution: Prepare a repeatable process to handle escalations (customers, and internally with sales and engineering) and high-stakes situations effectively, maintaining composure and professionalism while resolving issues promptly.
• Customer Education and Self-Service: Promote customer education initiatives, including creating FAQs, knowledge bases, and tutorials, to empower customers to find solutions independently and reduce support inquiries.

About you:

• At least 5 years of experience in B2B SaaS customer support, leading and scaling customer support teams with strong communication and coaching skills
• Deep understanding of SaaS customer service practices and KPIs (e.g. net revenue retention, churn, first response time, resolution time, NPS) and tools (Zendesk, HelpScout etc).
• Ability to handle escalations and complex problem solving, ensuring high customer satisfaction
• Strong background in optimizing support workflows and processes for efficiency and scalability.
• Familiarity with support software, ticketing systems, and CRM tools that help manage a customer base of this size.
• Experience in setting up self-service channels (knowledge bases, FAQs, AI chatbots) to reduce manual workload.
• Educational Background: A degree in a relevant field such as Business, Communications, Information Systems or a related field
• Industry Knowledge: B2B eCommerce tech is a huge plus

What’s in it for you:

1. Flexible work locations & productivity allowance/budget to help set up a great work space
2. Competitive compensation package
3. Annual offsites – our last one was in Singapore!
4. Comprehensive health insurance
5. Generous holidays and leave
6. Continuous mentorship & unlimited book budget
7. Opportunity to work with a dynamic, diverse/global, and talented team of professionals.
8. Fast-paced, collaborative work environment where your ideas and contributions are valued.

We are committed to fostering an inclusive and diverse workplace where everyone is treated with respect and dignity, irrespective of their race, gender, ethnicity, or any other characteristic.

Please note: While we may not be able to reply to every application, candidates progressing to the next stage will be contacted promptly.