Urgent need of Customer Support Lead 2025

Job Description

Remote

Bustem

About Us:

Bustem is revolutionizing customer brand protection for e-commerce businesses. Our platform empowers founders to safeguard their intellectual property and reclaim market share by automating the detection and resolution of creative asset theft and brand infringement. With 24/7 monitoring and a fully automated detection-to-resolution process, Bustem addresses a critical, unmet need for protecting e-commerce brands from copycats, setting a new standard for brand protection in the digital age.

Role Description

We are looking for a founding Customer Support Lead to serve as the first point of contact for our clients, ensuring they receive prompt, professional, and effective support. In this role, you will handle inquiries through email and live chat, resolve customer concerns, and deliver an outstanding experience with every interaction. This position requires swift response times, excellent communication skills, and a proactive mindset to enhance our cust omer experience. Beyond handling inquiries, you will develop systems to flag and prioritize support requests, leverage technology or chat services as needed, and create a high-touch, customer-focused environment.

The ideal candidate will have experience in managing or implementing customer service functions, such as responding to support tickets, handling email inquiries, or integrating chat services and technologies to automate processes while maintaining high-quality service. They should have a passion for software businesses and a strong desire to be part of an exciting, dynamic, and entrepreneurial environment.

Responsibilities of Customer Support Lead | Early Stage Startup :

• Respond to customer inquiries via email and live chat in a timely manner, either personally or by leveraging technology services.
• Provide accurate, thorough, and professional resolutions to client concerns, ensuring a high level of customer satisfaction.
• Master the company’s platform and services to effectively answer questions, guide clients through processes, and provide expert support.
• Escalate complex issues to the appropriate internal teams while keeping clients informed and ensuring prompt resolutions.
• Maintain detailed and accurate records of customer interactions
• Collaborate with the team to identify opportunities for improvement and implement enhancements in customer service processes.
• Monitor and achieve key performance indicators (KPIs), such as response times, resolution times, and customer satisfaction scores.
• Stay informed about new features, updates, and company policies to ensure clients receive the most accurate and up-to-date information— you will be a product expert as well!

Who We Are Looking For:

• Previous experience in customer service, ideally in email or live chat roles, a PLUS if at an early-stage start-up or previous entrepreneur
• Ability to respond to inquiries quickly and accurately under pressure, maintaining professionalism and composure
• Strong problem-solving skills with a customer-first mindset
• Proficiency with CRM platforms (Hubspot etc) and live chat tools
• Familiarity with designing and implementing virtual agents or chatter services is a PLUS.
• Proactivity, with the ability to initiate and innovate new ideas to improve customer service processes, such as looking for new tools or process improvements
• Ability to work independently while contributing to a collaborative team environment.
• Professional or native fluency in English

Why Join Us?

As the Customer Support Lead at Bustem, you’ll be influential and directly responsible for the experience of our clients who use our platform. You will also be an expert in our product, and play a critical role in bug and feature testing. Furthermore, there is unlimited opportunity to grow and evolve your role into other parts of the business.

• Remote Work: Flexibility to work from anywhere on your own schedule.
• Competitive Compensation: Receive a salary that recognizes the value of your unique skill set
• Supportive Team: Join a group of young, ambitious, and driven professionals dedicated to helping e-commerce brands and online businesses succeed.
• Growth Opportunity: Be part of a high-growth startup with unlimited career advancement potential.

Join us in setting the standard for brand protection in the digital age.

Job Type: Full-time

Pay: $50,000.00 – $65,000.00 per year

Benefits:

• Paid time off
• Work from home

Application Question(s):

• Why are you interested in joining a young startup and why us?

Work Location: Remote