Hey! We are Kultprosvet, a team of web and mobile software developers who care. Now we’re expanding and welcome talented Lead of Tier 2 Support to join our team.
About the product:
A relationship support platform that helps couples and individuals improve communication and build healthier, more connected relationships. It combines expert-led guidance with digital tools, exercises, and structured programs, offering a modern and accessible alternative to traditional therapy.
Role Overview:
Head of Tier 2 Support is responsible for leading the Tier 2 support function, ensuring high-impact issues, bugs, and escalations are accurately tracked, prioritized, and driven to resolution. This role sits at the intersection of Support, Engineering, and Product and works closely with the Head of Customer Support to align on strategy, priorities, and operational execution. The ideal candidate has deep experience with bug-tracking systems, understands how to triage and prioritize complex issues, and is highly effective at moving the most critical tickets forward.
Required Qualifications: * 3+ years of experience in technical support, customer support, or operations; * 1–2 years of people management or team leadership experience; * Strong experience with ticketing systems and issue tracking (e.g., Jira, Linear, Zendesk); * Proven ability to triage, prioritize, and resolve complex, high-impact technical issues; * Ability to manage multiple priorities and escalate appropriately.
Preferred Qualifications: * Experience collaborating with Product and Engineering teams; * Familiarity with escalation frameworks and incident management; * Experience supporting technical products or SaaS; * Strong analytical and reporting skills.
Key Responsibilities:
Ticket Management & Prioritization * Own the T2 ticket queue and ensure accurate triage, categorization, and prioritization of incoming escalations and bugs; * Ensure the most critical and high-impact tickets are consistently surfaced, reviewed, and pushed forward; * Monitor ticket aging, SLA adherence, and escalation paths; * Establish and enforce standards for ticket quality, reproduction steps, severity, and documentation; * Identify trends in tickets to resolve the root cause.
Bug Tracking & Cross-Functional Coordination * Act as the primary point of contact between T2 Support and Engineering/Product for bug-related issues; * Ensure bugs are logged clearly, with actionable detail, and tracked through to resolution; * Partner with the Head of CS, Product, and Engineering to align on severity definitions, priorities, and timelines; * Follow up on stalled tickets.
Team Leadership & Development * Manage, coach, and develop a team of Tier 2 support specialists; * Set clear expectations around ownership, urgency, and accountability; * Conduct regular 1:1s, performance reviews, and feedback sessions; * Identify skill gaps and provide training on triage, investigation, and escalation best practices.
What We Offer
— Engaging and challenging project to grow your skills. — Flexible work setup — remote or from our cozy office in Dnipro. — Friendly and supportive team with a healthy work environment. — Competitive salary, paid vacation, and sick leaves. — Medical insurance and accountant support.
Ready to work on meaningful products and grow with us? Let’s connect!
