Customer Support Lead

What we’re looking for, ranked:

1. You have led a high-performing team.


2. You have previous experience in a customer-facing role, ideally at a startup, high-growth company, or a business you started. 


3. You have excellent communication skills (written and verbal). 

About Whop

Whop is the ultimate virtual market that lets people earn money by starting shops and creating content. We deliver $2.5B per year in income to people across the globe and have more than 5M monthly users.

About the role

As a Customer Support Lead, you ensure your team delivers the best customer support on the internet. You will oversee live chat conversations on Intercom, handle escalations, drive product feedback, develop your team, and maintain an exceptionally high standard for every customer interaction. 

This role reports to the Head of Trust. 

📍 Hybrid – NYC based : You must be based in NYC and come into our Williamsburg, Brooklyn office between 10 am - 8 pm EST. You can work virtually outside of those hours.  

Available shifts are:

• 8:00 am EST to 4:00 pm EST


• 4:00 pm to 12:00 am EST

You must be available to work on the weekends.

Scope:

• Handle escalated Intercom tickets and complex customer issues 


• Lead daily team meetings to review progress and improvement opportunities 


• Review team member performance


• Train new and upskill existing team members


• Identify and fix any workflow or escalation inefficiencies 


• Make sure your team is in the loop and trained on any upcoming product updates  


• Identify and raise biggest product issues to product and engineering teams 

What we’re looking for

• You’ve led a successful team - you know how energize and motivate


• You’re radically candid and do not shy away from hard conversations


• You have been called psycho for your work ethic


• You’re extremely curious, personable, and high EQ  


• You have strong communication skills and instant response times


• You have high attention to detail; you care deeply about correctness


• You don’t quit until you’ve found the solution to every hard problem 


• You are scrappy and have a bias for action: no task too small, no idea too big

Your first 90 days will look like the following:

• Within 30 days, you will deeply understand Whop’s product, key customer support workflows, and team performance metrics.


• Within 60 days, you will oversee all Intercom conversations, handle escalated customer cases, and raise product changes to solve the deep-rooted problem behind each issue.    


• Within 90 days, you will make sure your team has crushed all performance metrics. 

Benefits Overview

✅ Base salary of $100k + performance-based bonus + a competitive equity package 

❤️ Unlimited PTO, with full health, vision, dental coverage

🍕 Lunch & dinner paid for Monday thru Friday + free Equinox membership + Citibike membership + free Ubers home after 10pm + $9k annual rent subsidy if you live within 4 blocks of our 300 Kent office

💻  The latest Macbook Pro & tech accessories