Support Lead

Take the clearer route to smart career growth. At clearer.io, we’re reimagining eCommerce by enhancing search, discovery, and customer engagement through a standout suite of innovative apps. Our mission is straightforward yet powerful: to empower our partners with solutions that streamline their operations, foster customer trust, and drive sustainable growth. We’re not just about technology—we’re about making eCommerce smarter, simpler, and more impactful, delivering solutions that inspire confidence and create real results.

With fresh investment and rapid growth, this is the perfect time to join our journey. When you become part of clearer.io, you step into a role where your work truly matters. Here, you’ll have the opportunity to own your projects, drive outcomes, and make an impact within a supportive, diverse team of professionals dedicated to customer success. We value clarity, results, and a customer-centric approach that keeps us focused on delivering real value to our partners every step of the way.

If you’re ready to cut through the clutter and focus on what really matters in a dynamic eCommerce landscape, clearer.io is the place to grow, lead, and shape the future of online retail. Join us, and be part of a team that’s committed to making eCommerce clearer, more efficient, and more rewarding for everyone.

Your Impact:

As a Support Lead, you will play a crucial role in ensuring seamless customer experiences by leading a team of Tier 1 and Tier 2 support representatives. You’ll be responsible for enhancing operational efficiency, ensuring timely and effective issue resolution, and maintaining high standards of customer satisfaction. Your leadership will contribute to continuous improvement, helping to optimize support processes, drive team development, and elevate the quality of service we provide.

What You'll Do:

• Lead and manage Tier 1 and Tier 2 support teams, ensuring that customer inquiries and issues are resolved in a timely and efficient manner.
• Monitor and analyze support metrics to identify opportunities for improvement and implement corrective actions when necessary.
• Provide guidance and mentorship to team members, fostering an environment of growth and collaboration.
• Handle customer tickets, complex and high-priority issues, escalate to appropriate stakeholders, and ensure timely resolution when necessary.
• Collaborate with cross-functional teams (such as Product and Engineering) to address recurring issues and provide customer feedback.
• Ensure team adherence to SLAs (Service Level Agreements), customer satisfaction goals, cross-sales and upsell opportunities in collaboration with other client-facing teams.
• Drive initiatives to enhance team performance, improve troubleshooting processes, and reduce ticket resolution time.
• Prepare and deliver periodical and custom reports as requested by the management team, ensuring accuracy, timeliness, and accuracy of the data provided.
• Support managers with assigned tasks or projects to ensure smooth operations and alignment.

What You’ll Bring:

• A strong passion for customer service and a commitment to delivering outstanding support experiences.
• Proven experience leading and managing support team in a fast-paced environment.
• Leadership and coaching abilities to inspire and develop your team.
• Strong verbal and written communication skills in English.
• Good knowledge of frontend technologies such as HTML, CSS, JavaScript.
• Strong problem-solving skills with a focus on resolving customer issues quickly and efficiently.
• Excellent communication and interpersonal skills, with the ability to work effectively with both customers and internal teams.
• Ability to analyze data, identify trends, and implement process improvements based on insights.
• Experience with support tools and platforms (such as Intercom, Slack, Confluence, etc.).
• Strong organizational skills with the ability to prioritize and manage multiple tasks simultaneously.

Why clearer.io?

• Customers at the heart: We make our customers the stars of our show and help them thrive. When they grow, so do we. We obsess over their needs so we can dream big on their behalf.
• Purposeful progress: We harness our ingenuity to keep leveling up and growing stronger. We take initiative, think boldly, and don’t settle for the status quo. Every risk teaches us something new.
• Endless innovation: We take action, refine our work, and drive meaningful growth for each other and our customers. Humble in our pursuit, we continuously seek to improve. We ask ‘How can we help?’ striving always to make a meaningful.
• Always open: With transparency we simplify the complex, collaborate globally and empower everyone. We believe openness in our communication—with customers, partners, and team members—is essential for building strong relationships.




Clear Benefits: 

• 100% Remote Culture: Work from anywhere that brings you happiness.
• Performance-based Year-End Bonus: Recognizing and rewarding your individual contributions.
• Wellness Allowance: Support for classes promoting physical and mental health.
• Time Off: 20 days/year, in addition to Vietnam holidays.
• MacBook Provided.
• Collaborative Events: Offline meet-ups, monthly gatherings, year-end party, and company trips.
• Continuous Learning: Technical and general workshops, online resources.
• Health and Wellness Benefits: Generali Health Care, annual check-up.
• International Exposure: Enhance expertise and English communication skills.




Working hours:

• 8:00AM – 5:00PM (GMT+7), Monday to Friday with one Saturday per month.




Be a part of clearer.io—where your expertise fuels real change in eCommerce. Come and join us- it’s clear we’re the place to be!