Customer Support Lead

Customer Support Lead

WHO WE ARE

Tradable Bits is an award-winning tech company that helps sports, music and entertainment brands build better fan experiences.  Based in Vancouver, Canada we work with industry leaders in the sports, music & entertainment space including teams from the NBA, NHL, NFL and MLB, alongside Live Nation, BMG, Danny Wimmer Presents  and many more. 

WHO YOU ARE

You're a positive, solutions-oriented leader who thrives on meaningful interactions and building strong, trust-based relationships. You bring an adaptable, thoughtful approach to your work and are comfortable navigating change, complexity, and growth.

You're naturally customer-centric and see advocacy as a core part of your role,  translating customer needs, feedback, and trends into clear insights that help shape product decisions and long-term growth plans. You enjoy tackling challenges head-on, thinking beyond the immediate issue to improve systems, processes, and experiences for both customers and internal teams. You lead with empathy and clarity, balancing hands-on problem solving with a strategic mindset, and take pride in helping teams and products continuously get better.

THE ROLE

As the Customer Support Team Lead at Tradable Bits, you'll own the global customer support function and play a key role in shaping how we support customers at scale. You'll lead a distributed team of Customer Support Specialists across APAC, LATAM, and North America, while also partnering closely with Product, Engineering, and Customer Success to continuously improve the customer experience.

This role blends hands-on leadership, operational excellence, and strategic thinking, with a strong focus on customer outcomes, team development, and process improvement. You will report to the Director of Customer Success + Support. 

WHAT YOU'LL DO: 

Master the Tradable Bits Product  

• Become a product expert in a range of Tradable Bits product offerings and deliver this information to customers in a clear and professional manner.
• Support customers with their product issues 
• Stay up-to-date on the latest product updates from the development team. 

Manage and Monitor Customer Support Tools

• Monitor the support inbox to triage, tag and close tickets accordingly 
• Help setup and monitor AI Chatbot automation and workflows
• Monitor Partner Slack channels and assist customers where needed.
• Generate and share reports with relevant stakeholders to help improve operational efficiency

Manage our Help Centre 

• Own the strategy and ongoing development of the Tradable Bits Help Centre. Working with the Product and Customer Success team, you'll help us maximize customer adoption.
• Contribute to the development of written and video recording workflow updates to our Help Centre and internal Knowledge Base content. Helping to drive adoption and mentoring the broader team on use.
• Report on which Help Guides are getting the most traffic and using that data to educate Product and UX/UI designers about possible improvements in the product. 

Monitor our NPS and Customer Surveys 

• Triaging feedback from customers to the relevant stakeholders and identifying any at-risk behaviours.
• Help improve our CSAT surveys as our product and company evolve. 

Lead our Customer Support Team

• Lead, coach and mentor a team of Customer Support Specialists across APAC, LATAM and North America, including coaching, mentoring, development, performance management and other people-management practices.
• Help recruit, onboard and coach our support team members to maximise customer value, and drive product usage in creative, effective ways.
• Set clear expectations, performance goals, and development plans for team members
• Foster a consistent, high-quality support experience across regions and time zones
• Act as an escalation point for complex or high-impact customer issues
• Contribute to hiring, onboarding, and training as the support function grows
  

SKILLS/QUALIFICATIONS

• 2-3 years experience in B2B Customer Support or Customer Success, ideally in SAAS or tech.
• Organized, detail-oriented, and able to manage multiple projects while meeting deadlines.
• Ability to lead and mentor a distributed team across multiple regions.
• Strong problem-solving and analytical skills; using an organized and logical approach to find solutions to complex problems. 
• Excellent written and verbal communication; being able to engage with empathy and patience. 
• Professionalism, reliability, and tact in working with diverse stakeholders.
• A doer. You are proactive, curious, anticipate needs, and suggest actionable solutions.
• Comfortable learning new systems and technologies
• Confidence, tact and entrepreneur-level independence 
  

BONUS SKILLS/QUALIFICATIONS

• Previous experience working in a startup or hyper-growth environment.
• CSS and Javascript Knowledge 
• Basic technical writing skills (making technical content easily digestible) 
• Knowledge of the sports, music or entertainment landscape 
• Familiarity with Slack, Google Suite, Open Project, Hubspot Service or other Customer Support tools.

Tradable Bits celebrates and welcomes people of all backgrounds, cultures, perspectives and orientations. We value diversity in all forms and encourage our people to be their true selves at work every day. We encourage candidates from all and any backgrounds to express their interest for the role and If there is something we can do to help make the recruitment process or the job more accessible, let us know.

Location

Vancouver, British Columbia

Department

Customer Support

Employment Type

Full-Time

Minimum Experience

Manager/Supervisor

Compensation

$70,000 - $85,000/annually