Support Team Lead

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.

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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!

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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