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Описание: |
We’re looking for a Customer Support Lead to build and scale a modern B2C support operation that delivers seamless customer experiences across AI-powered and human support channels.
In this role, you’ll own the entire customer support function — from designing a tiered support model with AI voice agents and human escalation flows, to building operational processes, managing support performance, and scaling a high-performing support team.
This is a great opportunity for someone with strong experience in consumer support operations who enjoys building processes from scratch, improving customer experience through automation and data-driven insights, and working cross-functionally in a fast-moving startup environment.
Your responsibilities will include:
* Design and manage a tiered support model with AI voice agents as the first line of support, human agent escalation, and Jira workflows for engineering-related issues.
* Build and maintain a comprehensive Help Center, including FAQs, troubleshooting guides, and self-service support resources.
* Own and optimize the consumer refund and dispute resolution process.
* Manage all customer support entry points, including in-car voice support, QR-code support flows, and support links in order confirmations and order history.
* Coordinate support workflows and escalation processes with OEM partners.
* Handle and optimize resolution workflows for common customer issues such as missing or incorrect items, order accuracy issues, payment edge cases, and cancellations.
* Hire, onboard, train, and scale customer support agents as support volumes grow.
* Define, track, and improve support KPIs and SLAs across all customer support channels.
* Track and report OEM-specific support metrics, operational trends, and issue breakdowns.
* Maintain operational reporting for internal stakeholders and external partners.
* Collaborate closely with Product and Engineering teams to turn customer feedback and support insights into product and operational improvements.
* Identify opportunities for automation, process optimization, and customer experience improvements across the support organization.
What we expect from you:
* 3+ years of experience building or managing B2C customer support operations in consumer commerce, food delivery, mobility, or on-demand services.
* Hands-on experience designing support processes, workflows, tooling, and Help Center infrastructure from scratch.
* Strong understanding of tiered support operations, including AI/chatbot-first support models and human escalation workflows.
* Experience managing refunds, disputes, and customer resolution processes in high-volume consumer environments.
* Experience working cross-functionally with Product, Engineering, Operations, and external partners.
* Strong operational mindset with the ability to work effectively in fast-moving startup environments and under launch deadlines.
* Experience defining, tracking, and improving support KPIs, SLAs, and operational reporting.
* Data-driven mindset with the ability to identify operational bottlenecks and customer pain points through support analytics.
* Excellent communication, organizational, and stakeholder management skills.
* Remote (Full-Time), with expected availability for calls during PT/ET morning hours.
* Strong spoken and written English communication skills.
Nice to have:
* Experience with AI-powered support platforms or conversational AI systems.
* Hands-on experience with Intercom, Stripe, Jira, or similar customer support and operations tools.
* Experience supporting automotive, mobility, or OEM-integrated products.
* Background in scaling support operations in startup or high-growth environments.
* Experience building support dashboards and operational reporting frameworks.
What we offer:
* Interesting projects and technical challenges that support both professional and personal growth.
* A long-term project with stability and impact.
* A flexible, results-oriented schedule with hybrid or remote work options.
* A comfortable, modern office in Kyiv with generator and battery backup.
* Competitive salary, medical insurance, and a supportive onboarding/trial period.
* Team-building events, including parties, online activities, picnics, and more.
* The opportunity to work in a Top Employer company (DOU 2025).
* 15 days of paid vacations and 5 sick leaves.
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