Customer Support Lead

We are looking for a skilled Customer Support Lead to establish service standards, processes, and build a capable support team for our Switzerland operations. The ideal candidate will combine hands-on customer support with leadership skills to ensure reliable, professional, and secure service delivery.
💼 Open Roles:
⏺ Customer Support Lead
⏺ Levels: Lead / Manager
💰 Compensation:
⏺ Remote from Vietnam: USD 700 - 1,100 / month
⏺ Onsite in Switzerland (Vietnam recruits): USD 5,400 - 6,900 / month
⏺ Onsite in Switzerland (Local Swiss / EU candidates): USD 4,300 - 5,400 / month
🏢 Work Location & Arrangements:
📍 Option 1: 100% Remote (Based in Vietnam)
📍 Option 2: Full-time On-site in Switzerland
(Note: For candidates relocating to Switzerland, the company coordinates relocation and supports travel, meals, and accommodation during onboarding)
⏱ Working hours: Switzerland business hours
❌ Self-motivated and organized working style required for independent coordination with international colleagues.
🔧 What You'll Work On (Initial Priorities):
⏺ Establish practical support procedures, organize the ticketing system, and build a useful knowledge base.
⏺ Develop and implement recruitment and training plans that align team capabilities and staffing with customer support needs.
🧠 Responsibilities
⏺ Build and maintain customer service processes, standard operating procedures, escalation guidelines, and a practical knowledge base.
⏺ Lead day-to-day support (product enquiries, onboarding, troubleshooting) while remaining hands-on with complex or sensitive cases.
⏺ Manage incoming tickets, set priorities, and assign work to meet agreed service levels.
⏺ Escalate technical issues requiring specialist investigation to Engineering and coordinate follow-up.
⏺ Refer pricing, contracts, and commercial requests to Sales or the Account Manager.
⏺ Build and lead the Customer Support team, including recruitment, onboarding, training, coaching, and performance management.
⏺ Configure and maintain support tools, ticket categories, response templates, and service reports.
⏺ Review customer feedback, improve support materials, and identify opportunities to enhance the customer experience.
⏺ Ensure strict adherence to security, privacy, and confidentiality requirements when accessing customer accounts.
⏺ Monitor service performance, review overdue cases, and share regular reports with management.
🧩 Qualifications
⏺ Degree in Business, IT, or a related discipline (or equivalent practical experience).
⏺ MUST: 5+ years of experience in customer service/technical support, preferably in a software or technology environment.
⏺ MUST: 1+ year of team leadership, supervisory, or equivalent coaching experience.
⏺ Strong spoken and written English, capable of communicating confidently with international customers.
⏺ Practical experience with ticketing tools (Zendesk, Freshdesk, Intercom, Jira Service Management).
⏺ Technical mindset, structured problem-solving approach, and ability to guide customers through software setup.
⏺ Sound awareness of security, privacy, and data handling procedures.
⏺ Preferred: Experience supporting B2B SaaS, enterprise software, or security products.
⏺ Preferred: Familiarity with account management, SSO, and multi-factor authentication (MFA).
⏺ Preferred: German or French language skills.
⏺ Preferred: Experience working with international customers, particularly in European markets.
🧪 Interview Process
⏺ Round 1: Professional interview & Technical mindset assessment
⏺ Round 2: Culture, management & leadership interview
🔒 What We Stand For
We build pure, ethical, tech-driven solutions. Performance is assessed purely on service metrics: SLA achievement, CSAT, First Response Time (FRT), Time to Resolution (TTR), and Security compliance.