{"id":3994013,"url":"https://alion.io/job/openart-customer-support-lead-global","title":"Customer Support Lead (Global)","company":{"id":176113,"name":"OpenArt","domain":"openart.ai","url":"https://alion.io/company/openart-2","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"lead","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":["PH"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":7,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Reddit","optional":false}],"status":"live","first_seen_at":"2026-11-09T20:35:59Z","employer_posted_date":"2026-11-09","last_verified_at":"2026-11-10T00:35:18Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"About OpenArt\nOpenArt helps millions of creators turn ideas into images, videos, stories, and ads with AI. We’re a small, fast-moving team building for people who have a vision but not a studio. OpenArt is #12 on a16z’s Top 50 Consumer AI Apps by Monthly Revenue, one of five companies in the 2026 Disney Accelerator, and part of Notable Capital’s Prosumer AI 40.\nExplore OpenArt\nAbout the Role\nWe’re looking for a Customer Support Lead to own and elevate the customer support experience for OpenArt’s global users.\nThis role goes beyond managing tickets. You’ll lead our customer support operations across multiple channels, build clear processes and performance standards, and help us use technology and automation to deliver faster, higher-quality support at scale.\nYou’ll also serve as an important bridge between our users and our product teams - understanding what users are experiencing, identifying patterns behind their feedback, and translating those insights into actionable product improvements.\nYou’ll help make customer support a driver of user retention and long-term customer value by resolving friction, rebuilding trust after difficult experiences, and helping users get lasting value from OpenArt.\nWhat You’ll Do\nLead global customer support across email, community, and social channels, delivering consistent, high-quality service.\n\nManage and develop a distributed support team, setting clear goals, KPIs, and quality standards.\n\nResolve complex, sensitive, and high-priority customer issues with empathy and sound judgment.\n\nManage support responses on Trustpilot, Reddit, and other public platforms, addressing complaints and coordinating escalations to strengthen customer trust.\n\nBuild scalable workflows, escalation processes, SLAs, quality reviews, and performance reporting.\n\nImprove efficiency and service quality through AI, automation, self-service, and better support tooling.\n\nBuild a Voice of Customer feedback loop, turning recurring issues into actionable insights and partnering with Product, Engineering, and Operations to resolve root causes.\n\nPartner with Product, Lifecycle Marketing, and Data to improve retention through proactive follow-up and product education; measure customer satisfaction, repeat contacts, and post-support retention.\n\nWhat We’re Looking For\n7+ years in Customer Support, Customer Experience, Customer Operations, or a related function, with a track record of leading, coaching, and developing teams.\n\nExperience supporting global customers for a software, SaaS, consumer internet, or technology product.\n\nStrong command of support workflows, KPIs, SLAs, escalation processes, and quality management; comfortable using data to diagnose problems and improve performance.\n\nStrong empathy and customer judgment, balancing customer needs with business considerations in difficult situations.\n\nStrong product sense and the ability to turn customer feedback into practical improvements through collaboration with Product and Engineering.\n\nHands-on experience managing public reviews and customer discussions on Trustpilot, Reddit, and similar platforms, including complaints and sensitive public conversations.\n\nDemonstrated success improving retention through service recovery, proactive follow-up, and customer experience improvements.\n\nInterest in AI and automation, with practical judgment on using technology to improve support quality and efficiency.\n\nExcellent written and verbal communication skills in English.","description_format":"text","description_chars":3478,"description_truncated":false,"requirements":{"experience_years_min":7,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[{"name":"Philippines","iso":"PH","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Generative Image","Generative Video"],"lifecycle":[{"event":"open","at":"2026-11-10T00:35:18Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":43,"reasons":["conf:2","win:early"],"computed_at":"2026-11-10T02:59:01Z"},"pay":null,"html_url":"https://alion.io/job/openart-customer-support-lead-global","json_url":"https://alion.io/job/openart-customer-support-lead-global.json","meta":{"generated_at":"2026-11-10T02:59:01Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":6953,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-11T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":176113},"rest":"https://alion.io/mcp/rest/get_company?id=176113"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fopenart-customer-support-lead-global"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fopenart-customer-support-lead-global"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fopenart-customer-support-lead-global"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/openart-customer-support-lead-global\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fopenart-customer-support-lead-global"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3994013}},{"tool":"search_jobs","arguments":{"company":"openart.ai","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3994013},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); 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