Customer Support Team Lead - Liven

📋 Description

• • As a Customer Support Team Lead at Liven, you will lead and scale a team of 6 support teams, focusing on mentoring Shift Leads to become strong, autonomous managers while ensuring operational excellence and maintaining 24/7 support coverage during active business scaling.
• • Your day-to-day responsibilities include leading and scaling the support function, maintaining operational excellence through workload and productivity control, owning and improving processes, developing data-driven KPIs and bonus systems, enabling cross-team collaboration, conducting workforce planning for 24/7 operations, managing team growth through hiring, and collaborating with the operations team to train and evolve the AI agent.
• • Liven is building a global ecosystem of self-regulation products, including a self-discovery companion app used by over 2.5 million users, online coaching with certified experts, and supplements for physical recovery. The company is driven by curiosity, experimentation, and a mission to help people build better relationships with themselves through innovative, impact-driven solutions.
• • In this role, you will learn to build scalable support systems from the ground up, develop expertise in data-driven decision-making for team performance, grow as a people-first leader fostering trust and engagement, and gain experience in AI innovation and automation within a fast-moving product company environment, all while contributing to a global mission supporting mental wellbeing for millions.