Community Support Lead

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For one of our clients, we are looking for a Community Support Lead, remotely from Latam & APAC.

In this role, you will take full ownership of customer support, escalations, and customer success processes, ensuring an outstanding experience for a globally mobile community. You will build and optimize systems, resolve customer inquiries with empathy, and drive high customer satisfaction. This role requires a proactive approach to identifying pain points, enhancing engagement, and turning challenges into opportunities for delight. Collaborating with teams across admissions, onboarding, operations, and education, you will play a crucial role in improving the overall experience. The ideal candidate has experience in customer success within education, travel, or hospitality and thrives in dynamic, community-driven environments.

Accountabilities:

• Serve as the primary advocate for community members, ensuring a seamless experience from onboarding to alumni engagement.
• Develop and implement strategies to enhance customer satisfaction, retention, and referrals.
• Oversee customer service processes, ensuring fast and empathetic issue resolution.
• Handle escalations professionally, working cross-functionally to find effective solutions.
• Design and optimize scalable customer support systems, leveraging automation where possible.
• Implement and refine customer service tools, including CRM, ticketing, and feedback management systems.
• Collaborate with cross-functional teams to ensure a frictionless and engaging community experience.
• Provide insights and strategic recommendations to leadership on customer experience improvements.
• Develop training materials and standard operating procedures to streamline support processes.

• 6+ years of experience in customer success, customer service, or guest experience, ideally in education, travel, or hospitality.
• Strong problem-solving skills, with a track record of handling customer escalations effectively.
• Proven ability to build and manage customer service systems, including CRM and ticketing solutions.
• Experience in developing and implementing standard operating procedures for improved efficiency.
• Ability to work in fast-growing, dynamic environments that require adaptability and agility.
• Exceptional communication and relationship-building skills to engage both customers and internal teams.
• A customer-first mindset, with a passion for creating outstanding experiences.
• Bonus: Experience managing or mentoring customer support teams.

• Competitive salary and benefits package.
• Fully remote work opportunity with flexible working hours.
• Career growth opportunities within a fast-scaling global environment.
• Access to professional development and training resources.
• The chance to shape and lead a customer success function from the ground up.
• Engaging, mission-driven work in a dynamic and innovative community.
• Opportunity to collaborate with a diverse, global team.

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