Customer Support Team Lead

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

📋 Description

• Lead and Scale: You will head up a direction with 5 teams.

• Operational Excellence: Monitor the workload and performance of agents.

• Process Ownership: Develop, test, and enhance processes.

• Data-Driven Strategy: Create KPIs and a bonus system.

• Cross-Team Collaboration: Ensure synchronization within the department.

• Workforce Planning: Engage in strategic planning.

• Team Growth: Oversee recruitment efforts.

• AI Innovation and Automation: Collaborate closely with the operational team to train our AI agent.

⛳️ Requirements

• Proven Leadership: Solid experience in team leadership within Support or CX.

• Analytical Mindset: Ability to "read" metrics effectively.

• Structural Thinking: Capacity to organize and see the overall business picture (helicopter view).

• Agility & Speed: Comfortable working in a dynamic environment.

• Proactive Ownership: You don't need permission to make improvements.

• People-First Approach: Understanding that great service is powered by happy people.

• English Proficiency: Advanced level for fluent communication with the team and understanding the context of our global users.

🏝️ Benefits

• Medical insurance and a stable social package.

• Well-being program: We care about the mental health of both users and our team.

• Support during the war: We provide conditions for stable work and actively contribute to the recovery of Ukraine.

• Culture of curiosity: A space for experienced individuals with a passion for exploration, who tackle the unknown and achieve remarkable results even in the absence of ready-made instructions.

• Growth through impact: Your development within the company directly correlates with the value you bring to the product and business.

• Global impact: Build a product that supports the mental well-being of millions of users worldwide every day.

• Trust and ownership: Freedom of action comes with high responsibility for results.

• Expert community: Access to professional clubs, specialized training, a knowledge base, and a library for your continuous learning.

• Space for focus: Autonomous offices in Kyiv and Warsaw featuring breakfasts, lunches, lounge areas, walking paths, and massage chairs.

• Sports community: Running club, yoga, boxing, rock climbing, and functional training to maintain your resources.