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International, premium brands

Customer Support & Success Lead at Pangaea - Singapore

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WHO WE ARE

Pangaea builds & scales international, premium consumer brands that people love. We are a venture-backed, fast growing startup with a team based in Los Angeles. Our founding team has sold prior companies, built scaleable startups and helped some of the world's largest brands with their online marketing.

We are an international company at core. We pride ourselves in self-improvement and broadening our perspective. As a team, we offer free foreign language lessons for all of our employees to promote open-mindedness and multi-cultural thinking.

RESPONSIBILITIES

We are looking for a Customer Support Lead that can help with two things: making sure that our Lumin customers have excellent support and hiring/training the support team as the company scales. Are you a passionate self-starter ready to join an early stage team that's willing to scale to the next level? We're excited to see if you're interested. This position will mainly have responsibilities under Lumin, a men's skincare brand.

Here are some of your responsibilities: 
- Onboarding. Hire 1 ~ 3 customer support reps on a monthly basis under a preset budget. We look for creative minds that can source excellent talent, especially with a global outlook. 
- Measure, retain and motivate. You will be making sure the customer support team has a good balance between maintaining excellent output and providing the utmost customer service. It will be your responsibility to acknowledge and promote the best team members. 
- 24 hour turnaround. We honor the rule of responding to all customer inquiries on all channels within 24 hours. It will be your responsibility to keep this rule in tact by hiring forward. 
- Global talent pool. We have customers all over the world who speak different languages, which requires diversified customer support. You should be comfortable in hiring people who can work in multiple languages. 
- Customer pulse. Relay common customer feedback and optimization concepts to the Head of CX. 
- Thrive under a fast-paced start-up environment!

Requirements: 
- Must have prior experience in customer support for an e-commerce company 
- Must be able to work from our office in Los Angeles, CA 
- Must have prior management or team lead experience

Bonus points if: 
- You have skincare knowledge/interest 
- You speak multiple languages

Benefits include: 
- Health insurance (2020) 
- 401K (2020) 
- Free local gym membership  
- Free lunches 
- Free business books 
- Free foreign language lessons