As this is a new role, with the support of the team you'll be required to build out the ways of working and structure that will be critical for success.
1. Running the Inbound Queue
- Own every ticket that comes in, across in-app support, live chat and social. Queue health, coverage across time zones, response and resolution times, and the rostering that makes them achievable.
- Handle the escalations that need judgement: refunds, bans, appeals, disputes between players and organizers, safety reports. You decide within agreed limits and only bring the genuine edge cases upward.
- Keep quality consistent, so two people with the same problem get the same answer.
2. Community Health
- Our communities are diverse, and the vast majority of people are here for the right reasons. We want them looked after with compassion, fairness and encouragement.
- Hold consistent standards across every market, and step in firmly to protect people when a situation calls for it.
- You set the tone the team answers in. It's one of the most visible things we do.
3. Process & Insight
- Our knowledge team writes the SOPs. You turn them into training, workflows and daily habit, and tell them where the documentation doesn't match what's actually happening on the ground.
- Report weekly on volume, contact reasons, response times and CSAT, and tell product and engineering where the tickets are really coming from.
- Manage, develop and grow the team as our coverage expands.
4. Building for Scale
- We're leaning into AI opportunities to deliver better community experiences at scale. You'll help shape where that goes and what it's good for.
- Work closely with the knowledge and tooling team so the systems get better at the same rate the community grows.
- 3+ years managing a customer support team, including direct line management of at least three people.
- Experience in a consumer product at scale, ideally an app with high ticket volume relative to the size of the team.
- Sound judgement under pressure. You can make the call on a difficult case and stand behind it.
- Genuine warmth with users, and the backbone to hold a line when a situation needs it. Both, not one or the other.
- Comfortable with helpdesk tooling, ticket taxonomies, CSAT and queue metrics. You use numbers to decide, not to decorate.
- Excellent written and spoken English and Vietnamese.
- Willing to sit in the queue yourself when it matters, particularly in the first few months.
Nice to have: trust and safety experience, managing remote reps across Southeast Asia, using AI in support workflows, and a real interest in sport.
- Real Ownership: You're building the support function, not maintaining someone else's.
- Scale: Over 1 million users and 100,000 organizers. The decisions you make are felt by a lot of people.
- Strategic Growth: Work directly with Senior Leadership in a fast-paced, scaling tech startup.
- The Culture: A fun, dynamic team, lots of opportunity, and the chance to work in the sports industry every day.
