Support Team Lead

Join Us in Redefining Customer Engagement!

About Us:

At ReasonLabs, we empower individuals to live their best digital lives by delivering unbeatable cybersecurity solutions.

With over 100 million active users and more than 24 million threats detected monthly, we’re redefining consumer protection.

Now, we’re looking for a dedicated Support Team Lead to join our mission and elevate our customer relations to the next level

About the Role:

As a Support Team Lead, you’ll take ownership of our customer relations and play a key role in shaping the experience of millions of users.

Beyond managing day-to-day support tickets, you’ll oversee customer feedback across social media, review platforms, and other public-facing channels.

This is your chance to lead a dynamic team, tackle complex challenges, and help create seamless customer experiences that align with our mission to empower digital live.

Responsibilities:

• Lead, mentor, and inspire a team of support specialists to deliver exceptional customer service.
• Respond to and resolve customer issues across public-facing channels, including email, Trustpilot, app stores, and social media.
• Optimize support protocols to drive deeper user engagement and satisfaction.
• Analyze customer feedback and transform insights into actionable business recommendations.
• Collaborate with cross-functional teams to align messaging and enhance the overall customer experience.
• Define, monitor, and report on support KPIs to ensure consistent performance and growth.

Requirements:

• 2+ years of experience leading a support or customer service team.
• 3+ years in direct customer-facing roles within B2C companies (required).
• Proven track record in handling technical issues and escalations effectively.
• Strong communication, interpersonal, and leadership skills.
• Fundamental knowledge of APIs and CRM tools (e.g., Zendesk, Live Chat).