Job Type: Full-Time
Location: Remote (Latam & APAC)

About the Role

Join as a Community Support Lead to own and elevate the customer support and success experience for a global, mobile community. You will lead customer advocacy, manage escalations, and optimize support systems to ensure fast, empathetic service. Working cross-functionally, you will drive high satisfaction, retention, and engagement across onboarding to alumni stages.

Key Responsibilities

Advocate for community members and ensure seamless experiences throughout their journey
Develop strategies to improve customer satisfaction, retention, and referrals
Oversee and refine customer service processes with a focus on quick, empathetic resolution
Manage escalations professionally and collaborate to find effective solutions
Design scalable support systems using automation and CRM tools
Implement and optimize ticketing and feedback management systems
Partner with admissions, onboarding, operations, and education teams to enhance engagement
Provide insights and recommendations to leadership on improving customer experience
Create training materials and SOPs to streamline support

Requirements

6+ years in customer success, service, or guest experience (preferably education, travel, or hospitality)
Strong problem-solving skills and experience managing escalations
Proven experience building and managing CRM and ticketing systems
Ability to develop and implement SOPs for operational efficiency
Adaptability in fast-paced, growing environments
Excellent communication and relationship-building skills
Customer-first mindset passionate about outstanding service
Bonus: Experience managing or mentoring customer support teams

Benefits

Competitive salary and benefits
Fully remote with flexible hours
Career growth in a fast-scaling global company
Access to professional development and training
Opportunity to lead a customer success function from inception
Work with a diverse, mission-driven global team

Advanced Summary Table

Category	Details
Job Title	Community Support Lead
Employment Type	Full-Time
Location	Remote (Latam & APAC)
Industry	Customer Success, Education, Travel, Hospitality
Key Responsibilities	Customer advocacy, escalation handling, support system design, cross-team collaboration
Experience Required	6+ years in customer success or service (education/travel/hospitality preferred)
Skills Needed	Problem-solving, CRM/ticketing management, SOP development, communication
Work Environment	Remote, fast-paced, dynamic, global
Growth Opportunities	Leadership role, professional development, global team collaboration