Senior Lead, Support

Job description

Smile.io is hiring a remote Senior Lead, Support in Canada for its ecommerce loyalty platform. The role leads support quality and customer experience, helps merchants resolve product and account questions, improves support processes and knowledge, and partners with product and customer teams on recurring issues. The official posting identifies a full-time remote position with significant Eastern Time overlap and a Canada-based work location. The role combines support leadership, merchant-facing communication, and operational improvement. The position combines support leadership with hands-on merchant experience, process improvement, knowledge development, and structured partnership with product and customer teams. The source-defined day-to-day focus includes Lead support quality and customer experience. Help merchants resolve product and account questions. Improve support processes and knowledge.

Requirements

• Support leadership experience in a software or ecommerce environment.
• Ability to work remotely in Canada with significant Eastern Time overlap.
• Strong customer communication and continuous-improvement skills.

Skills

• Customer support
• Ecommerce
• Merchant experience
• Support operations
• Process improvement

Location Eligibility

Canada