Customer Support Lead, Coda
Offers relocation
Global leader in digital content monetization and distribution
Be an early applicant
Global leader in digital content monetization and distribution
501-1000 employees
Be an early applicant
Offers relocation
501-1000 employees
Company mission
To collaborate and execute with precision and drive measurable impact for partners.
Role
Who you are
- This is a hands-on role for someone who understands customer support operations, and thrives at building structure, driving alignment, and translating growth plans into operational reality
- 3–5 years in Customer Support, CS Operations, Business Partnering, or Service Enablement roles
- Experience leading teams
- Clear understanding of CS metrics, workflows, and scaling challenges
- Experience working closely with Product and Engineering teams and internal stakeholder
- Multi-brand, marketplace, or high-volume support environments are a plus
- Operationally credible: understands how frontline CS works
- Structured and analytical: able to prioritize, define standards, and track impact
- Strong stakeholder manager
- Comfortable owning ambiguity and driving clarity
- Coach and people leader, not just a process builder
- Zendesk Knowledge is a plus
What the job involves
- We are hiring a Customer Support Lead, to lead a team of Customer Support Specialists who provide support for multiple B2C e-commerce storefronts. Your team handles complex customer cases, maintains the knowledge base, and works closely with first-line support to improve First Contact Resolution (FCR)
- This role reports into the Director of Customer Operations and works closely with the Customer Service Operations Manager, responsible for the 1st line CS operations.This role is close to daily operations, and focused on making the support experience simpler, faster, and more consistent for both customers and frontline agents
- You translate recurring issues into clear improvements in processes, tools, and knowledge
- You work closely with internal business stakeholders (i.e. Product & Engineering, Marketing, Category Management) to improve cross-functional processes
- Lead, coach, and develop a team of ~5 Customer Support Specialists
- Define, implement, and continuously improve the customer support experience for customers and frontline agents
- Own second-line support performance, including KPIs such as FCR, CPC, AHT, escalation rate, resolution time, and knowledge base quality
- Ensure clear ownership, consistency, and accountability across support processes and B2C e-commerce storefronts
- Manage second-line escalations, ensuring fast, structured resolution and clear communication
- Lead incident and outage management at the brand level, coordinating with CS Operations and cross-functional teams
- Identify recurring issues and operational bottlenecks, translating them into prioritized improvement initiatives with 1st line CS Operations
- Own and maintain the knowledge base, ensuring accuracy, usability, and adoption by frontline teams to improve FCR
- Translate complex product or policy changes into clear, actionable guidance for support teams
- Own Voice of Customer and Trustpilot insights, turning feedback into actionable improvements
- Partner with Quality, Product, Engineering, and Commercial teams to reduce repeat contacts and improve CSAT, Trustpilot scores, and overall support quality
- Ensure customer insights are structured and shared across the business to drive product and operational improvements
Application process
- Apply: Interested? Send your application and show us your best self
- TA interview: One of our recruiters will reach out to chat about the role and help both sides understand if Recharge could be the right next step for you
- First interview: Meet your future line manager to talk about you and to dive into the role, your experience and what motivates you
- Second interview: Connect with team members to exchange insights and better understand our ways of working
- Third interview: Finally, you’ll meet with members of our Executive team
- Offer: You did it! There are only a few tickets available, and this one has your name on it. Welcome to the team
Our take
The volume of supply and demand for digital content is only getting larger, but for content providers, scaling up their coverage to service a worldwide customer base is becoming trickier. Payment methods, globally speaking, are highly fragmented, and only becoming more so as different fintech and crypto solutions gather momentum. This creates a content access issue for some of the world’s largest providers - and, therefore, stunts global growth.
With Coda, providers can process transactions using hundreds of different payment methods. Additionally, Coda take just half of the 30% cut traditional app stores skim off, and offer marketing, compliance, and customer support specific to over 30 markets across the globe. As a result, it’s become a hotly competitive company: one of the Asia-pacific region’s fastest growing companies as per the FT, and a Unicorn twice over with customers including Tinder, Tencent, and Bigo Live.
Crucially, by facilitating access to the emerging markets where these varied alternative payment methods are popular, Coda helps these marquee companies tap into a ballooning and lucrative customer base. With growth expected to continue in that area, demand for Coda looks likely to match it.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
33% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Apr 2022
$690m
GROWTH EQUITY VC
Nov 2019
$20m
GROWTH EQUITY VC
Total funding: $716.2m
Company HQ
Outram, Singapore
Leadership
Paul Leishman
(Co-Founder)Previously a Telos Mobility Analyst, who moved into Consulting with Torque Customer Strategy. Subsequently worked on mobile money for the unbanked with the GSM association.
Salary benchmarks
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