Support Lead

Job Overview
We are a US-based e-commerce brand and we are looking for an experienced Customer Support Lead to take full ownership of our customer support. You lead the support team, manage the daily inbox and make sure every customer gets a correct answer on time. We use AI in our support every day, so you will also guide and improve our AI tools. You track our support KPIs, make sure the team meets them and report directly to the manager who runs support today.
Requirements
3+ years of email customer support for US e-commerce brands
2+ years leading a support team
Strong Shopify experience (orders, payments, refunds, order edits)
Experience with subscriptions (billing questions and cancellations)
Experience handling chargebacks and payment disputes
Hands-on experience with AI tools and writing clear instructions (prompts) for them
Experience tracking support KPIs and improving them
Experience with helpdesk software
Excellent written English
Stable internet connection and backup power

Skills
Customer Service, Email Support, Team Management, Shopify, AI Tools, KPI Reporting