Head of Customer Support

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

📋 Description

• Development of an AI-first Support system — enhancement of AI agent quality, automation, and the handoff between AI and human support.

• Establishment of a quality framework — quality standards, evaluation of AI and human interactions, as well as team training and development.

• Optimization of support processes — auditing current processes, identifying opportunities for automation, and reducing Cost per Ticket without sacrificing quality.

• Launch of retention/winback flows — creation of scenarios designed to retain users with measurable business impact.

• Improvement of VIP support experience — high-quality support for high-value users along with clear escalation protocols in collaboration with Customer Success.

• Support analytics & product insights — development of metrics and the communication of insights from support to Product, AI, and business teams.

⛳️ Requirements

• Minimum of 3+ years of experience in support/customer experience/operations management.

• Proven experience in team management and operational process development.

• Proficiency in English at a B2+ level.

• Familiarity with CRM systems and their configuration.

• Practical experience with chatbots, AI conversation flows, and automated support agents.

• Understanding of how support can influence retention, revenue, or winback strategies.

• Experience collaborating with Product, Engineering, and AI teams.

• Strong analytical thinking and data-driven decision-making abilities.

• A sense of ownership, autonomy, and readiness to work under uncertain conditions.

• A can-do attitude and a strategic perspective on support as a business function.

🏝️ Benefits

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

• A strong environment for growth — 75% of the team consists of middle and Senior specialists, enabling rapid growth through challenging tasks and strong colleagues.

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

• Time for recovery — 20 paid vacation days, unlimited sick leave, and the option for sabbatical leave.

• Involvement in socially important initiatives — participation in charitable projects, volunteering, and support for mobilized colleagues and their families.

• Investment in your professional development — a dedicated budget for training, mentorship, and participation in top Ukrainian and international conferences.

• Exciting collaborations — joining forces with Ukrainian brands and providing stylish OBRIO merchandise not only for festive occasions.