Support Team Leader

About the Company

We are helping our client, a cybersecurity startup, hire a Support Team Lead to strengthen their global presence. Founded in 2016, the company specializes in B2C cybersecurity software and serves over 10 million users worldwide. Their product suite includes cloud-based antivirus, VPN, and digital privacy tools aimed at individual consumers and households. With a growing user base in the U.S., the company is building a remote-first culture with a small but strategic presence in North America.

About the Role

In this role, you will be responsible for managing and scaling the customer support function to better serve U.S.-based users. This includes leading a remote team, refining support processes, and improving user engagement. You will also play a critical role in bridging cultural knowledge between U.S. customers and the HQ, helping shape strategy and communication with customer-centric insights.

Responsibilities

• Lead, mentor, and inspire a remote team of five support specialists
• Define support protocols, KPIs, and quality standards for consistent service delivery
• Manage public-facing customer interactions across channels like email, app stores, Trustpilot, and social media
• Optimize internal workflows to drive higher customer satisfaction and engagement
• Analyze customer feedback and translate insights into strategic business recommendations
• Collaborate with cross-functional teams to align messaging and improve the customer journey
• Report regularly on support metrics to leadership and contribute to performance improvements

Requirements

• 2+ years of experience leading a customer support or service team
• 3+ years of experience in direct customer-facing roles within B2C SaaS companies (ideally from cyber security)
• Experience working with support tools such as Zendesk and live chat platforms
• Proven ability to manage escalations and resolve technical issues effectively
• Strong communication and leadership skills across distributed teams
• Familiarity with APIs or basic technical troubleshooting is a plus

What the Company Offers

The company offers a competitive base salary, bonus, and stock options.

This is a remote position, preferably based on the U.S. West Coast, with minimal travel (approx. 5–10% annually, including one visit abroad per year). The role offers meaningful career growth and the chance to work alongside experienced industry professionals.

No sponsorship at the moment. Full-time position.