[Hiring] Customer Success Lead @RunRemote

Role Description

We're looking for a Customer Success Lead for an Australian-based rewards technology company. If you have experience building exceptional customer experiences, improving support operations, and leveraging AI and automation to scale customer operations, keep reading!

• 🌎 100% Remote
• 💵 Salary: AU$2,300–AU$2,500 per month
• 📍Philippines – Reporting to the Australian team (9:00 AM – 6:00 PM AEST)
• 🕒 Full Time

This is not a support seat. This is our client's first offshore leadership hire and the operating template for the team that follows. This person will become the blueprint, building and documenting how customer support operates, then helping recruit, onboard, and lead the team that follows. They are hiring for leverage, not ticket throughput.

In your day-to-day, you will:

• Customer Support & Experience
  • Own the end-to-end customer support function across email and phone, delivering exceptional service to both B2B clients and end users by tailoring the customer experience to their unique needs and support journeys.
  • Resolve customer issues efficiently within agreed service levels.
  • Investigate customer concerns and coordinate with the development team for technical escalations.
  • Monitor customer feedback, NPS, and customer satisfaction metrics.
• Customer Operations & Process Improvement
  • Design, optimise, and continuously improve customer support processes and workflows to support business growth and future team scalability.
  • Build and maintain scalable SOPs, knowledge base content, training materials, and operational documentation that create consistency, improve efficiency, and support future onboarding.
  • Identify recurring customer issues, implement long-term solutions, and recommend customer service technologies, AI solutions, systems, and operational best practices that enhance service quality and operational efficiency.
  • Partner closely with the Founder to shape customer experience strategy, support broader operational initiatives, and help build the operational foundations that enable the business and future customer support team to scale successfully.
• AI & Automation
  • Leverage AI and automation to build scalable customer operations, including knowledge bases, self-service experiences, workflow automation, and AI-assisted support.
  • Develop and optimise AI-assisted workflows that improve operational efficiency and customer experience.
  • Understand where AI creates value while recognising when a personalised human experience is essential, particularly during escalations and sensitive customer interactions.

Qualifications

• 5+ years of experience in Customer Experience.
• Proven ability to build or improve customer support functions and operational processes.
• Builder mindset with the ability to design and create scalable workflows, SOPs, knowledge bases, and documentation leveraging AI and automation to improve customer operations.
• Thrives in fast-moving startup environments, working independently, taking ownership, and wearing multiple hats as the business grows.
• Excellent written and verbal English communication skills.
• Highly organised, detail-oriented, and proactive, with the ability to think critically, solve problems in ambiguous situations, take ownership, and continuously improve processes.
• Commercially minded with a customer-first approach.
• Quickly learns and adapts to new technologies, with experience across customer support, CRM, AI, and knowledge management platforms (e.g., Freshdesk, Freshworks, HubSpot, Claude, ChatGPT, Notion, Confluence, Jira, or similar) considered a strong advantage.

Requirements

• Experience supporting customer operations within B2B2C products or technology platforms, serving both business clients (B2B) and end users (B2C).
• Experience working in both structured customer service environments and startup or SME businesses, combining operational discipline with the ability to work autonomously.
• Experience within SaaS, FinTech, Payments, Rewards, Loyalty, or Digital Marketplace businesses.
• Experience improving customer support metrics including SLA performance, response times, and NPS.
• A "roll up your sleeves" mentality with the ability to think strategically while remaining hands-on.

Benefits

• Become the first offshore Customer Experience leader and help shape the future customer support function as the business scales globally.
• Great opportunities for career growth.
• Opportunity to work in an amazing environment.