Alchemy
Customer Support Program Lead
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ABOUT ALCHEMY
Alchemy is headquartered in Co. Kildare, Ireland, and is ranked as the 11th-fastest growing tech company in Ireland in Deloitte's Technology Fast 50. Our global operations span multiple continents, with facilities for device warehousing, triage, grading, and reverse solutions in the USA, Canada, UK, Australia, Dubai, Hong Kong, Mexico, South Korea, Taiwan, and Japan. We process and ship secondary tech to businesses and consumers across Europe, with shipping locations in Ireland and France, supported by multiple sales offices worldwide.
At Alchemy, we’re not just reshaping the circular tech market – we’re creating opportunities for people. Our pioneering technology connects every step of the circular tech market, empowering consumers and businesses alike. From trade-in to remarketing, we offer a seamless experience, partnering with manufacturers, mobile carriers, and retailers to deliver value securely and transparently. Our proprietary technology makes it possible for consumers and businesses to recover value safely and securely from their used devices.
We also own LoopMobile, a leading online retailer of pre-owned devices, serving major markets including the United States, Europe, the United Kingdom, and Australia.
At the heart of Alchemy are our people. We believe that diverse perspectives fuel innovation, and we welcome talent from all backgrounds to help us shape the future of circular tech market. Our global team is made up of innovators, problem-solvers, and creators who are passionate about making a difference.
If you’re looking to join a dynamic, fast-paced environment where your contribution matters, come and join us. We’re the fastest growing global company in the circular tech market - and we’d love for you to be part of it.
Explore more at www.wearealchemy.com
ROLE DESCRIPTION
The Customer Support Program Lead is responsible for the day-to-day operation and performance of Customer Support for the global Standalone Trade-In program.
This role oversees Customer Support delivery across multiple countries, languages, time zones, and support channels while ensuring contractual service levels, program requirements, customer experience standards, and operational processes are consistently maintained.
The Program Lead serves as the primary operational link between frontline Customer Support, regional teams, Operations/Returns, program stakeholders, and Customer Support leadership.
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This is a hands-on leadership role requiring strong Customer Support operations, Zendesk, reporting, escalation management, and cross-functional problem-solving skills.
KEY RESPONSIBILITIES
- Lead the day-to-day Customer Support operation for the Standalone Trade-In program across multiple countries, languages, time zones, and support channels.
- Ensure appropriate staffing and coverage to meet established phone, chat, email, resolution, and First Contact Resolution SLA targets.
- Monitor Zendesk dashboards, contact volume, backlog, SLA performance, escalations, and customer trends; proactively address performance risks.
- Manage complex customer and operational escalations, coordinating with Operations, Returns, Logistics, Payments, and leadership as needed.
- Ensure consistent use of Zendesk workflows, required fields, inquiry categories, macros, and escalation processes to maintain accurate reporting.
- Analyze Customer Support data to identify root causes, recurring customer issues, and opportunities to improve the Standalone customer journey.
- Maintain and reinforce SOPs, FAQs, internal guides, program policies, and troubleshooting procedures across all supported regions.
- Ensure agents have the training, tools, system access, and program knowledge necessary to provide accurate and consistent support.
- Provide coaching and feedback to Customer Support agents and regional leads based on performance, quality reviews, and customer trends.
- Promote a customer-first approach while ensuring suspected fraud, theft, abuse, or other program risks are appropriately identified and escalated.
- Partner with cross-functional teams and program stakeholders to communicate Customer Support trends, resolve operational issues, and implement process improvements.
- Provide leadership with clear visibility into program performance, risks, escalations, and recommended actions.
We Have:
- An experienced, innovative bunch of people – leaders in their field - unparalleled in tech trade-in solutions and remarketing
- Sophisticated partners and investors that give Alchemy a financial edge and credibility
- A creative and fun environment with great flexibility for the right candidate to make the role their own
- Outstanding technology platforms and solutions that are available globally to our customers
- A disruptive business model that makes Alchemy a compelling partner to customers and suppliers alike
- A winning attitude based on our ability to deliver and our appetite to do so
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Performance Expectations:
Ensure agents meet the program's Customer Support SLA targets, including:
- 80% of phone calls answered within 2 minutes
- 80% of chat contacts answered within 60 seconds
- 100% of email contacts responded to within 24 hours
- 95% of applicable email inquiries resolved within 24 hours
- 80% First Contact Resolution
A successful Program Lead maintains a stable and consistent Customer Support operation across all Standalone markets while meeting SLA requirements and providing leadership with clear visibility into performance. The Program Lead proactively identifies risks, understands what is driving customer contacts and escalations, and works across teams to improve processes, reduce avoidable contacts, and improve the overall customer experience.
You Have:
- 3+ years of Customer Support, Customer Experience, or Customer Operations experience.
- 1+ years of leadership, team lead, program coordination, or supervisory experience.
- Experience working in an SLA-driven Customer Support environment.
- Strong Zendesk experience preferred, including ticket workflows, reporting, views, macros, and SLA management.
- Experience supporting email, chat, and phone operations.
- Strong analytical skills with the ability to interpret KPIs, identify trends, and perform root-cause analysis.
- Experience managing escalations and complex customer issues.
- Strong written and verbal communication skills.
- Strong organizational skills and attention to detail.
- Ability to coordinate work across teams, countries, and time zones.
- Ability to balance customer experience with operational and business requirements.
- Experience with e-commerce, trade-in, returns, consumer electronics, logistics, or payments is strongly preferred.
- Experience supporting global or multilingual Customer Support operations is a plus.
Language & Regional Requirements:
Local-language expertise - fluent English and French or German would be helpful.
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