Position: Head of Support (Tier‑1)

We’re seeking a proactive and customer-obsessed Head of Support to lead our Tier‑1 support operations. You’ll oversee a team dedicated to delivering fast, empathetic, and effective assistance to Shopify merchants worldwide. Your mission: reduce churn, drive satisfaction, and build a support engine that scales with our growing product portfolio.

About CPTN Limited

CPTN Limited is a fast-growing product company dedicated to building and scaling Shopify Apps. Under a B2B SaaS model, we serve over 10,000 merchants worldwide. Operating in partnership with private equity fund Capitaliply, we expand both organically and through strategic M&A. Joining CPTN means becoming part of an early-stage story—shaping the next-gen Shopify app ecosystem and growing alongside a thriving market.

What you will do

Team Leadership & Operational Excellence

• Lead, coach, and manage a high-performing Tier‑1 support team to deliver timely and high-quality customer service

• Implement scalable support workflows, ensuring consistency and efficiency across channels

• Foster a culture of accountability, empathy, and continuous improvement within the support team

• Own hiring, onboarding, and training processes for support agents

Customer Experience & Escalation Management

• Act as the escalation point for critical or complex support cases, ensuring swift and effective resolutions

• Monitor customer engagement and satisfaction metrics (CSAT, response time, resolution rate)

• Collaborate with Product, Sales, and Marketing teams to improve customer onboarding and support outcomes

• Champion the customer voice internally to influence product and UX decisions

Process Improvement & Self-Service Enablement

• Oversee the creation and maintenance of support documentation and knowledge base content

• Identify repeat issues and opportunities for automation or product-level fixes

• Drive initiatives to reduce ticket volume through self-service and proactive support strategies

• Analyze trends in support data to identify gaps, risks, and customer friction points

Must‑Have Experience

• 5+ years in customer support, customer success, or account management roles

• 2+ years in a leadership role managing support teams in a SaaS or tech environment

• Strong analytical skills with experience in tracking and improving customer success KPIs

• Proven ability to handle escalations, coach teams, and scale support processes

• Excellent communication and relationship-building skills across internal and external stakeholders

• Proficiency with customer support platforms (e.g., Zendesk, Help Scout, Intercom) and CRM tools

Bonus Points

• Experience supporting Shopify merchants or working with eCommerce SaaS tools

• Familiarity with customer journey mapping, churn analytics, or NPS programs

• Exposure to Tier‑2 or technical support workflows

• Background in building or scaling a 24/7 global support model

What We Offer

• Competitive compensation based on experience

• Flexible working hours and fully remote options

• 20+ paid vacation days

• Performance-based bonuses and referral rewards

• Sponsored learning (online courses, conferences, certifications)

About CPTN Limited

CPTN Limited is a fast-growing product company dedicated to building and scaling Shopify Apps. Under a B2B SaaS model, we serve over 10,000 merchants worldwide. Operating in partnership with private equity fund Capitaliply, we expand both organically and through strategic M&A. Joining CPTN means becoming part of an early-stage story—shaping the next-gen Shopify app ecosystem and growing alongside a thriving market.