Support Team Lead
We are looking for a Support Team Lead to build and scale a customer support function from scratch. This role combines team leadership, process development, and AI-driven optimization to ensure high-quality customer experience and operational efficiency.
Remote Full-time | Customer Support
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job description
WHAT YOU’LL DO:
- Build the support department from scratch, including structure, processes, hiring, and onboarding.
- Implement AI-driven solutions to optimize workload during peak hours.
- Establish and automate quality control processes and provide regular feedback to agents.
- Forecast workload and scale the team in line with business growth.
- Translate user feedback into actionable insights for product and cross-functional teams.
- Manage online reputation across platforms such as Trustpilot and other review channels.
WHAT WE EXPECT FROM YOU:
- 1+ years of experience managing a support team (5+ people).
- Proven experience in building support processes from scratch, including structure, SOPs, QC, and onboarding.
- Strong hands-on experience with ticketing systems (Zendesk, Freshdesk, Intercom).
- Experience implementing AI tools in support workflows (chatbots, automation, LLM-based solutions).
- Strong analytical skills with the ability to work with metrics and forecast workload.
- English level: B1+.
- Experience in subscription-based projects will be an advantage.
Do you want to know some details about this position?
Lesia will help!more details
YOUR JOURNEY WITH US:
- Step 1: Pre-screen.
- Step 2: Interview.
- Step 3: Test task (optional).
- Step 4: Interview with a manager from a similar project (optional).
- Step 5: Reference check.
- Step 6: Job Offer!
WHAT WE OFFER:
- 28 business days of paid off.
- Flexible hours and the possibility to work remotely.
- Medical insurance and mental health care.
- Compensation for courses, trainings.
- English classes and speaking clubs.
- Internal library, educational events.
- Outstanding corporate parties, teambuildings.
WHAT WE OFFER:
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