Support Shift Lead at Nas Company

, , Philippines -

Full Time

Start Date

Immediate

Expiry Date

01 Apr, 26

Salary

0.0

Posted On

01 Jan, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Support Enablement, Support Operations, Customer Experience, Support Leadership, Written Communication, Action Orientation, Onboarding, Coaching, Problem Solving, Collaboration, Empathy, Documentation, Product Knowledge, Training, Analysis, Quality Assurance

Industry

Software Development

Description

Team: Support Operations Region: Global / Rest of the World, EMEA, NALA Reports to: Workforce Manager / Head of Shared Ops Read This First Nas.io moves fast. Our product evolves constantly. Creators rely on us when real money, real launches, and real communities are on the line. This role exists because support without enablement breaks at scale. If you’re looking for: A slow-moving org Perfect documentation handed to you Clear answers before you start This is not that role. If you enjoy: Turning chaos into clarity Building systems while things are moving Being the reason a global support team feels confident Keep reading. The Role (What This Actually Is) As Support Enablement Manager, you own how Support learns, adapts, and performs. You are not a note-taker. You are not a deck-maker. You are a force multiplier. Your job is to make sure: Support agents know what to say, why it matters, and how to act Creators feel heard, understood, and supported — even when things break Product changes don’t blindside the Support team You sit at the intersection of Support, Product, and Operations — and you’re expected to lead from there. What You’ll Actually Be Responsible For You Build the System Design onboarding that turns new hires into confident agents fast Create living playbooks (not dusty docs) that people actually use Define how Support handles edge cases, escalations, and high-stakes moments You Prepare Support Before Things Break Translate product changes into support-ready guidance Ask “What will creators be confused about?” before tickets spike Partner with Product to make sure Support is never the last to know You Raise the Bar on Support Quality Improve clarity, tone, empathy, and expectation-setting Reduce escalations by enabling better first responses Coach agents through complex, messy, real-world cases You Close the Loop Spot patterns in tickets and surface real insights Turn recurring issues into better docs, flows, or product fixes Be the voice of Support when decisions are being made This Role Is For You If You’ve built enablement or support systems before You enjoy being dropped into complexity and finding clarity You care deeply about how customers feel, not just resolution time You take ownership and don’t wait for permission What We’re Looking For You likely have: 3–6 years in Support Enablement, Support Ops, CX, or Support leadership Experience working closely with Product teams Strong written communication — clear, calm, human A bias toward action and iteration Bonus points if you’ve: Enabled a global or remote support team Worked in SaaS or creator-focused platforms Built onboarding or QA frameworks from scratch Been the person teams rely on when things get messy How Success Is Measured (This Is the Bar) In the First 30 Days You deeply understand the product, support flows, and pain points You identify the biggest gaps in onboarding and knowledge You earn trust from support agents and managers In the First 60 Days You ship clearer onboarding or training improvements You introduce or clean up core playbooks and workflows Support agents feel more confident handling complex cases By 90 Days New agents ramp faster and with fewer escalations Product updates are support-ready before they ship First-contact resolution improves Support leaders say: “We’d feel the impact immediately if this person left.” Why This Role Matters Support is where creators decide whether to trust Nas.io. This role shapes: Creator confidence Retention Internal clarity How we scale without breaking trust

Responsibilities

The Support Shift Lead is responsible for building systems that enable support agents to perform effectively and ensuring that product changes are communicated to the support team. They also focus on improving support quality and closing the loop on recurring issues.