In Product
2 weeks ago

Customer Support Lead

We're looking for a full-time, experienced customer support lead. The primary responsibility of this role is to envision and build the future of our support, putting our members at the core of our work, building a strong awareness of their needs in the wider team.

You will work closely with the Product and Dev teams, informing decisions for product improvements. You will set up and optimise processes in place for reporting issues, finding and improving ways to integrate the voice of our community in our work. Feeld is a fully remote, flat, non-hierarchical, squads & tribes-based organisation — the spirit of experimentation lives in our structure as much as our product.


Moderation

  • Experience moderating online communities, blocking and removing users when needed, and keeping guidelines and policies up-to-date.
  • Experience handling sensitive cases in relation to online behaviour.
  • Experience building and improving moderation processes.


Product and Technical Support

  • Experience with digital products, like apps and websites
  • Understanding of basic functionalities of such products
  • Ability to quickly learn and understand frameworks and technologies used
  • Familiarity with Slack, Intercom, Notion, Clubhouse preferred
  • Experience with setting up processes to improve workflows between teams


Copywriting

  • Excellent writing and editing skills
  • Experience writing and editing content


General experience

  • Strong problem-solver and critical thinker
  • Experience building teams and improving their workflows
  • Powerful sense of empathy
  • Emotionally resilient
  • Proactive attitude and ability to self-manage
  • Extensive customer-facing experience
  • A passion for our product's aims
  • Additional languages a bonus
  • Preference for candidates in European time zones


What we offer

  • Flexible working hours
  • Unlimited holidays
  • Fully remote
  • Independent expense account for the purposes of education, growth, personal care, and co-working space
  • Annual team-wide retreats
  • Organisational transparency - open data, open salaries, open equity
  • Flat, non-hierarchical, self-managed structure
  • Access to our Feeld Flat in Porto, Portugal where you can stay anytime
  • A talented, friendly team to work alongside you

To find out more about us, you can download our app (available on iOS and Android) and check out the newly launched Mal Journal project we initiated and support.

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