Customer Support Team Lead

This is a fully remote position, open to applicants in Ukraine.

📋 Description

• Leading the support team — conducting 1:1 meetings, performance reviews, maintaining team motivation, and assisting specialists in their growth.

• Working with KPIs and results — monitoring team performance, promptly identifying risk areas, and aiding in result improvement.

• Enhancing support quality — collaborating on response standards, coaching, and ensuring consistent communication quality with users.

• Process optimization — seeking ways to streamline daily team operations, process requests more swiftly, and utilize tools more effectively.

• Focus on efficiency — helping the team work faster and better while balancing CSAT, AHT, and Cost per Ticket.

• Operating in an AI-first environment — identifying cases that AI cannot resolve and providing insights for process enhancement.

⛳️ Requirements

• Experience in support/customer service/customer operations of 3+ years.

• Experience managing a support team.

• English proficiency — B2+.

• Experience in building KPI systems, performance management, and improvement plans.

• Experience in cost optimization, headcount planning, or working with efficiency metrics.

• Experience with CRM/helpdesk tools, preferably Zendesk or similar systems.

• Proficiency in Google Sheets, Notion, Slack, Tableau, or similar analytics tools.

• Analytical thinking and ability to make data-driven decisions.

• Strong people management skills: ability to develop individuals rather than just oversee tasks.

• Ownership, structured thinking, and readiness to be accountable for team results.

• Can-do mindset and adaptability in fast-changing conditions.

🏝️ Benefits

• Flexibility in work format — the option to work from the office in Kyiv, Lviv, Warsaw, or remotely, with support for comfortable conditions in three cities.

• Strong growth environment — 75% of the team consists of middle and senior specialists, allowing for rapid growth through challenging tasks and skilled colleagues.

• Support for physical and mental well-being — participation in the OBRIO Wellness Club or coverage for individual sports activities and Spiritual Allowance for your balance.

• Time for recovery — 20 paid vacation days, unlimited sick leave, and the possibility of sabbatical leave. To achieve the best results, one must feel their best.

• Involvement in socially important initiatives — participation in charitable projects, volunteering, and supporting mobilized colleagues and their families. One of our projects, OBRIO Innovation Space x KPI, was recently nominated for DOU Awards.

• Investment in your professional development — a separate budget for training, mentorship, and participation in top Ukrainian and international conferences (IT Arena, DOU Days, Web Summit, TikTok & Meta Summits).

• Exciting collaborations — partnering with Ukrainian brands (SENS, Matcher, Syndicat, KURAZH) and offering stylish OBRIO merchandise not only for festive occasions.