Customer Service Lead – Full Remote

Overview

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This is a remote position. We are open to candidates from all location.

Tiggie Kids is on a mission to simplify early intervention and make it accessible, affordable, and personalised for every child with developmental challenges. We blend expert teaching with technology-driven solutions to empower parents, enhance learning, and close the gap for children waiting months—or even years—for formal services.

Our platform integrates live virtual sessions, personalised learning resources, and AI-powered recommendations so that every child, regardless of geography or circumstance, gets the right support at the right time.

The Role

This is a full-time, fully remote position for a hands-on leader responsible for building and executing our customer support and success strategy from the ground up. You will own the entire customer support ecosystem, primarily leveraging and optimizing the Freshworks suite. Your primary goal is to maximize customer satisfaction, retention, and lifetime value.

1. Platform Setup & Operations (Freshworks Ownership)

• Freshworks Implementation: Own the end-to-end setup, configuration, and daily management of the Freshworks suite (Freshdesk, Freshchat, etc.).
• SOP Development: Design, document, and continuously improve Standard Operating Procedures (SOPs) for all customer service and success interactions (e.g., ticket handling, escalation matrix, onboarding workflows, product feedback logging).
• Knowledge Base Curation: Establish and maintain a comprehensive, user-friendly Self-Service Portal/Knowledge Base within Freshworks to empower parents and reduce inbound inquiries.
• System Integration: Work with our Tech team to ensure seamless data integration between Freshworks and other internal systems (e.g., subscription management, user databases).

2. Customer Service Inquiry Management

• Inquiry Resolution: Efficiently manage, categorize, and resolve inbound customer inquiries across all channels (chat, email, support tickets) related to the Tiggie Kids platform, subscriptions, and services.
• Escalation Management: Serve as the primary point of contact for complex or escalated customer issues, ensuring timely and satisfactory resolution.
• Quality Assurance: Monitor support interactions to maintain high standards of professionalism, empathy, and service quality, reflecting Tiggie Kids’ mission.

3. Customer Success Strategy & Reporting

• Proactive Success: Develop and implement a proactive customer success strategy focusing on key customer milestones, platform adoption, and subscription renewal.
• Feedback Loop: Establish a structured process for capturing, analyzing, and reporting customer feedback (Voice of Customer) to the Product and Tech teams to drive continuous platform improvement.
• Performance Metrics: Define, track, and report on key Customer Success and Service metrics (e.g., CSAT, NPS, Resolution Time, Churn Rate, Time to Value) to the leadership team.

• Experience: Minimum 3+ years in a Customer Service, Customer Success, or Operations role, preferably in a SaaS, EdTech, or Digital Health environment.
• Freshworks Expertise: Demonstrable, hands-on experience setting up, administering, and optimizing the Freshworks product suite (Freshdesk, Freshchat, or similar). This is a mandatory requirement.
• SOP & Process Design: Proven ability to create clear, efficient, and scalable operational procedures and documentation.
• Communication: Exceptional written and verbal communication skills in English, with a professional yet empathetic tone.
• Autonomy: Highly motivated and capable of working independently in a full-remote setting, managing priorities across different time zones.
• Analytical Skill: Proficient in using data (from Freshworks and other tools) to identify trends, measure performance, and drive strategic improvements.

All interested candidates must attend a virtual job briefing before applying. In this session, we will:

• Share more details about the role, expectations, and TK’s mission.
• Give a live demo of our platform and how it helps parents with children with developmental delays.
• Answer your questions about working culture and job requirements.
• Application timeline
• Format: Online (Zoom)
• Duration: ~45 minutes
• Registration: