Customer Support Lead

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.