About Snaplii

Snaplii is a leading digital wallet platform transforming the way users and merchants engage. With secure payment options, cashback benefits, and data-driven marketing solutions, we strive to create an unparalleled shopping experience. As we expand across North America, we are seeking an experienced Customer Support & Engagement Lead to help elevate our customer experience and manage a growing support team.

About the Role

This role is ideal for a seasoned customer service professional with leadership experience. As the Customer Support & Engagement Lead, you will oversee day-to-day operations, manage a team of support associates, and develop strategies to improve customer satisfaction and retention. You will also collaborate cross-functionally with product, marketing, and operations teams to ensure customer insights inform business decisions.

Key Responsibilities

• Lead and manage a team of customer support associates, providing guidance, training, and performance feedback.
• Develop and implement processes to improve customer experience, efficiency, and resolution times.
• Monitor customer interactions across phone, email, and live chat to ensure quality standards are met.
• Analyze customer feedback and support metrics, providing actionable insights to enhance service delivery.
• Collaborate with internal teams (product, marketing, and operations) to resolve complex issues and drive continuous improvement.
• Handle escalated customer issues and act as the final point of resolution when needed.
• Develop and manage customer support KPIs, ensuring team performance aligns with company goals.
• Recruit, train, and onboard new team members as needed to meet operational demands.
• Stay updated on industry best practices and emerging tools/technologies to enhance the support function.

Who You Are

• Bachelor's degree in business, communications, or a related field.
• 5+ years of experience in customer support or service roles, with at least 2 years in a leadership or supervisory role.
• Proven ability to manage and develop teams, with strong leadership and coaching skills.
• Expertise in customer support metrics and KPIs, with the ability to drive data-informed improvements.
• Strong problem-solving and conflict resolution skills, with experience handling escalated customer issues.
• Excellent communication and interpersonal skills, able to work cross-functionally with multiple teams.
• Experience with customer service tools and CRMs (e.g., Zendesk, Freshdesk) is a plus.
• Familiarity with the North American market and customer expectations is preferred.
• Proactive, adaptable, and able to thrive in a dynamic, fast-paced environment.