Support Team Lead

You will take ownership of daily team performance, workflows, Intercom processes, and motivation systems, conduct 1:1s and TIER meetings, monitor metrics and QA scores, resolve escalations, and identify opportunities for process improvements. The role requires strong data-driven and structured thinking, excellent communication, adaptability, and a coaching mindset, as well as hands-on experience managing support teams (B2С experience preferred), working with Intercom or other customer service platforms, and using Google Sheets for reporting and analysis. Remote

Full-Time | Support

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job description

WHAT YOU’LL DO:

Build and grow the newly hired Support and Supply team. Manage daily operations of Supporter and Supply teams. Monitor team performance and QA scores; ensure high service quality. Conduct regular 1:1s, feedback, and coaching sessions with team members. Develop and maintain workflows, SOPs, and compliance standards. Resolve escalated user issues when necessary. Identify process gaps and propose improvements to enhance efficiency and customer experience. Allocate resources effectively and balance workload across the team. Provide regular reports on team metrics and performance trends to management.

WHAT WE EXPECT FROM YOU:

Experience leading a Customer Support / Customer Care team 2+ years, working B2C, and ability to step in and support the team in complex cases when needed.

English proficiency at B2 level or higher.

Data-driven mindset — you rely on numbers, facts, and analysis to make decisions and focus on finding effective solutions rather than excuses.

Strong people management skills — you can balance business needs with team well-being, give constructive (even difficult) feedback, listen actively, and motivate others.

Strong planning and prioritization skills — you can estimate required resources, organize work effectively, and delegate tasks.

Proactive and improvement-oriented — you are comfortable challenging the status quo, following industry trends, and proposing ideas (e.g., improving bonus systems, highlighting trends and patterns to Product Team).

Experience with Intercom or other customer service platforms for managing customer communication and support workflows.

Proficiency in Google Sheets, including building formulas, creating charts, and working with structured datasets.

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YOUR JOURNEY WITH US:

Step 1: Pre-screen.

Step 2: Interview.

Step 3: Test task.

Step 4: Reference check.

Step 5: Job 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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