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judge.me

<div><h1 class="jobSectionHeader">Customer Support Team Lead at Judge.me (Contractor)</h1><h2 class="jobSectionHeader">
Closing the Trust Gap in E-commerce</h2>
Location: Remote - LATAM Timezones (Occasional EMEA and APAC Timezones)
Rate: $65 USD per day<h2 class="jobSectionHeader">
Our Mission: Fixing Trust in Commerce</h2>
For a decade, we've been on a mission to close the Trust Gap&mdash;commerce's most expensive problem. In a world where distance and digital interfaces separate buyers and sellers, we're building the definitive trust infrastructure that enables global trade to flourish.
We recognise that trust is not binary but a spectrum, and our work continually expands the boundaries of commerce itself. Each improvement we make enables transactions that previously wouldn't have happened, revealing new frontiers where trust can be further enhanced.<h2 class="jobSectionHeader">
Our Impact Today</h2>
We've grown from an idea into the dominant force for trust in e-commerce:<ul><li>
Shopify's #1 Review Solution: We've earned over 42k five-star reviews from merchants who rely on us daily</li><li>
Global Scale: More than 570k shops across 140+ countries use our platform</li><li>
Massive Reach: We process over 70 million orders monthly, generating 2 million+ verified buyer reviews</li><li>
Organic Growth: We've achieved 40% year-over-year growth purely through word of mouth&mdash;no paid marketing or sales teams needed</li></ul><h2 class="jobSectionHeader">
The Opportunity</h2>
At Judge.me, exceptional Customer Support drives our growth and serves as a core strategic pillar. As a product-led growth company, we rarely engage with customers one-on-one, making every support interaction a precious opportunity to deliver an outstanding 5-star experience.
Leading our Brazil-based team within our globally distributed support organization, you'll ensure seamless coverage across similar time zones while driving excellence in agent performance, operational processes, and support technology. Your mission: maximize every customer touchpoint to deliver the premium experience our customers expect and deserve.<h2 class="jobSectionHeader">
Core Responsibilities</h2><ul><li>
Contractor Team Leadership: Recruit, onboard, and manage our Brazilian support contractors, establishing performance standards and providing ongoing coaching to maintain service excellence</li><li>
Performance Optimization: Monitor contractor metrics, conduct regular performance reviews, and implement improvement plans to ensure consistent quality across the distributed team</li><li>
Quality Management: Manage systematic quality assurance processes, review contractor interactions, and provide targeted feedback to maintain high customer satisfaction standards</li><li>
Process Development: Design and refine support workflows, create documentation and training materials, and ensure contractors are equipped with current procedures and knowledge</li><li>
Escalation Handling: Manage complex customer issues requiring senior intervention, coordinate contractor escalations, and serve as the primary point of contact for challenging technical or billing matters</li><li>
Team Coordination: Schedule contractor coverage across AMER time zones, manage capacity planning, and ensure seamless handoffs for continuous customer support coverage</li><li>
Strategic Analysis: Track support metrics and trends, generate performance insights, and collaborate with leadership on initiatives to improve customer experience and operational efficiency</li><li>
Platform Management: Oversee support tools and systems, coordinate with technical teams on platform issues, and ensure contractors have the resources needed to deliver effective support</li></ul><h2 class="jobSectionHeader">
What You'll Bring</h2><h3 class="jobSectionHeader">
Essential Requirements</h3><ul><li>
Native-level proficiency in English across all communication modes (speaking, listening, reading, writing)</li><li>
3+ years managing distributed support operations with demonstrable success in performance optimization</li><li>
Proven ability to thrive as a contractor while effectively leading other independent contractors in a results-driven environment</li><li>
Track record of exceeding satisfaction targets by genuinely caring about customer outcomes, not just process completion</li><li>
Strong interest in learning technical aspects of our platform and Shopify</li></ul><h3 class="jobSectionHeader">
Preferred Experience</h3><ul><li>
Experience coordinating distributed contractor networks, managing performance without direct employment oversight</li><li>
Experience with CSS, HTML, JavaScript, or willingness to develop these skills (entry-level welcome)</li><li>
Hands-on familiarity with e-commerce platforms, particularly Shopify apps and integrations</li><li>
Proven success in contractor or remote leadership roles with strong self-management and communication skills</li></ul>
Please don't hesitate to apply if you miss a few criteria but you believe you can make a strong impact.<h2 class="jobSectionHeader">
Join Us in Building the Future of Trust in Commerce</h2>
Work on problems that impact millions while growing with a team that values both excellence and balance. Together, we'll close the Trust Gap and unlock new possibilities for global commerce.</div>

Customer Support Team Lead (Contractor)

Join judge.me and explore 1   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

judge.me

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Customer Support Team Lead (Contractor)