{"id":749069,"url":"https://alion.io/job/tarokosoftware-customer-support-team-leadfreelance","title":"Customer Support Team Lead(Freelance)","company":{"id":688748,"name":"Taroko Software","domain":"tarokosoftware.com","url":"https://alion.io/company/tarokosoftware","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Recruitee","truth_index":null},"role":"Management","role_family":"Management","seniority":"lead","employment_type":"freelance","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Taipei, Taiwan"],"countries":["TW"],"hiring_countries":["TW"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Freshdesk","optional":false},{"name":"Intercom","optional":false},{"name":"LLM","optional":false}],"status":"live","first_seen_at":"2026-09-01T05:56:05Z","employer_posted_date":"2026-09-01","last_verified_at":"2026-10-20T08:05:11Z","board_verified":true,"closed_at":null,"days_open":49,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":49},"description":"Key Responsibilities\nTeam Leadership & Performance\nLead a high-volume Customer Support team, driving performance against SLAs, quality, productivity, response time, resolution time, and backlog targets.\n\nCoach, train, motivate, and hold agents accountable through QA scoring, 1:1s, performance management, and disciplinary processes when required.\n\nSet team goals, track KPIs, and report performance trends to leadership.\n\nBilling & Escalations\nOversee subscription and billing operations - renewals, cancellations, refunds, payment issues, disputes, and chargebacks.\n\nAct as the final escalation point for complex or high-risk customer complaints.\n\nSystems & Technology\nOwn the Customer Support tech stack - CRM configuration, routing, workflows, automations, integrations, permissions, and system improvements.\n\nLead or support CRM migrations, new tool implementations, integrations, testing, and rollouts.\n\nImplement and optimize AI/LLM-powered support processes - chatbots, automated triage, agent-assist tools, knowledge retrieval, escalation logic, and human handoffs.\n\nData & Reporting\nBuild and maintain reporting on team and support-wide performance; turn data into actionable process improvements.\n\nAnalyze trends in ticket volume, CSAT, and escalations to identify systemic issues.\n\nProcess & Documentation\nMaintain and improve SOPs, knowledge bases, escalation procedures, training materials, and operational controls.\n\nRequired Experience & Skills\n3+ years of Customer Support leadership experience in a US-facing B2C SaaS, technology, digital product, or subscription business.\n\nStrong understanding of US customers, service expectations, billing practices, and consumer escalation norms.\n\nProven experience managing high-volume teams against SLAs and CS KPIs (FRT, resolution time, backlog, CSAT, QA, productivity).\n\nHands-on administration of a CRM/support platform such as Freshdesk, Zendesk, Intercom, workflows, automations, integrations, and reporting.\n\nExperience with CRM migrations, system implementations, or major support technology changes.\n\nPractical experience implementing AI/LLM solutions in Customer Support (bots, automation, agent-assist workflows).\n\nStrong knowledge of subscription billing, refunds, cancellations, payment disputes, and chargebacks.\n\nExperience with QA frameworks, coaching, training, performance management, and process improvement.\n\nAdvanced proficiency in data analysis (Excel/Sheets required).\n\nWhat We're Looking For\nA proactive, technically capable leader who manages people, systems, and performance in equal measure - someone who spots problems early, uses data to find root causes, and improves Customer Support through stronger process, technology, automation, and accountability.","description_format":"text","description_chars":2742,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"Taiwan","iso":"TW","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Custom Software Development"],"lifecycle":[{"event":"open","at":"2026-09-11T15:11:39Z"}],"visa":[],"liveness":{"score":27,"band":"fade","label":"Fading","p_open":1,"p_active":0.594,"p_room":0.45,"age_days":48,"expected_fill_days":28,"reasons":["conf:3","win:tail"],"computed_at":"2026-10-20T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/tarokosoftware-customer-support-team-leadfreelance","json_url":"https://alion.io/job/tarokosoftware-customer-support-team-leadfreelance.json","meta":{"generated_at":"2026-10-20T08:41:15Z","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":9487,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-21T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"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":688748},"rest":"https://alion.io/mcp/rest/get_company?id=688748"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ftarokosoftware-customer-support-team-leadfreelance"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"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%2Ftarokosoftware-customer-support-team-leadfreelance"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"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%2Ftarokosoftware-customer-support-team-leadfreelance"},{"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/tarokosoftware-customer-support-team-leadfreelance\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ftarokosoftware-customer-support-team-leadfreelance"}]}