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Head of Support



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0-2 Years
4 months ago
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Job Description

Company Overview: Tyr Rewards is a leading tech-driven loyalty and rewards platform that collaborates with various businesses to cultivate rewarding experiences for their customers. We specialize in innovative solutions, empowering companies to engage and retain their customers through personalized rewards, loyalty programs, and outstanding customer service.

Position: Head of Support, Tyr Rewards.

Location: Bali

In House - Full Time

Job Description: We are actively seeking a driven and customer-focused individual to join our dynamic team as the Head of Support at Tyr Rewards for Bali, Indonesia. As the leader of our Support team, you will play a pivotal role in providing exceptional customer service to our clients and their customers. Your primary responsibility will be to oversee and guide Support Agents in assisting users, troubleshooting issues, and ensuring a seamless experience within our loyalty and rewards platform.


1. Provide leadership and guidance to the Support team, ensuring effective handling of customer inquiries via various channels such as email, chat, and phone.

2. Address escalated customer concerns, troubleshoot technical issues, and ensure timely and satisfactory resolutions.

3. Collaborate with cross-functional teams, including technical support and account management, to escalate and resolve complex customer issues.

4. Oversee the maintenance of accurate and detailed records of customer interactions, inquiries, and resolutions in our CRM system.

5. Engage with customers on Discord and email platforms regularly to maintain a strong connection and address any concerns proactively.

6. Identify opportunities to enhance customer experience and contribute strategic ideas to improve platform usability and functionality.

8. Stay abreast of the latest features, rewards, and offerings on our platform to effectively guide and assist both customers and team members.

9. Proactively gather feedback from customers, address concerns, and ensure a positive and consistent user experience.

10. Facilitate training sessions for new users and clients, ensuring they understand how to navigate the platform and optimize their rewards programs.


1. Prior experience in a leadership role within customer support or a related field is preferred.

2. Excellent communication skills, both written and verbal, with a focus on fostering positive customer interactions.

3. Strong problem-solving skills, capable of quickly identifying and implementing effective solutions.

4. Technologically adept, with the ability to grasp the functionality of our loyalty and rewards platform.

5. Exceptional multitasking abilities and effective time management, ensuring timely responses to customer inquiries.

6. Familiarity with databases (SQL) and experience with Discord.

7. High school diploma or equivalent; further education or relevant certifications are a plus.

8. Willingness to adapt to a fast-paced and dynamic work environment.

9. Flexibility to work occasional evenings, weekends, or holidays to cover peak customer service hours.


Supportive team atmosphere and a positive work environment.

Competitive pay rate based on experience, with additional bonuses for on-time deliveries.

Casual dress code, allowing you to work comfortably.

Personal improvement plan and on-the-job assistance.

In-office perks, including daily fruit, juice, snacks, and quality coffee.

Multiple workstations and creative stations, fostering an excellent work environment.

Key Points:

Innovative culture, progressive responsibilities, and an experienced team that values collaboration and productivity.

Hybrid Team: Global offices with teams in Europe and Asia.

Interested candidates are encouraged to reach out with their motivation to join, share their CV, and schedule an initial call by sending their CV to [Confidential Information].

TyrAds believes in Equal Employment Opportunity, hiring based on knowledge, potential, and passion, without consideration of nationality or background. Some roles may be exclusive to Indonesian Nationals, as indicated.


We maintain strict confidentiality throughout the hiring process and never share candidate information with any third parties.


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