Customer Support Lead

We are looking for a Customer Support Lead to take ownership of our existing Support function and help evolve it into a more structured, measurable, scalable, and AI-driven operation.

You will lead the Customer Support team and work closely with the Head of Payments to develop and strengthen the Support function. This role is for a proactive leader who can identify opportunities for improvement, bring structure where it is missing, and continuously improve the way Customer Support operates as the business grows.

Responsibilities:

• Own and continuously develop the Customer Support function, identifying opportunities to improve quality, efficiency, and scalability.
• Lead the Support team: assess current performance, identify strengths and development areas, set clear expectations, and continuously improve team effectiveness and quality.
• Define and implement clear quality standards, performance expectations, and workload and capacity management approaches.
• Analyze the current team schedule and coverage model and propose improvements based on workload and business needs, scaling the team when necessary.
• Build transparent Support analytics and regular reporting across key metrics such as First Response Time, Resolution Time, SLA Adherence, CSAT, AHT, productivity, workload, utilization, and capacity.
• Monitor billing-related metrics such as Refund Rate, Saved Cancellation %, and Dispute Win Rate and identify opportunities for Support to positively impact business outcomes.
• Review and optimize Support processes, identify bottlenecks and repetitive manual work, and drive AI, automation, and self-service initiatives with measurable impact.
• Develop and maintain a structured knowledge base, SOPs, FAQs, and operational documentation.
• Build a strong feedback loop between Support and Product: collect and analyze customer feedback, identify recurring issues and insights, and turn them into actionable product improvements and new ideas.
• Work closely with Payments, Product, Analytics, Engineering, and Legal on cross-functional initiatives related to customer experience and operational efficiency.
• Stay hands-on when needed, including working with Zendesk, Support analytics, workflows, and complex customer cases.

What we look for:

• 3+ years of experience in Customer Support / Customer Operations, including at least 1–2 years in a leadership role.
• Experience working with B2C digital / web products, preferably with subscription-based or billing-heavy customer journeys, including refunds, cancellations, subscriptions, chargebacks / disputes, and payment complaints.
• Proven people-management experience, including performance management, team development, workload management, onboarding, and quality control.
• Experience building, redesigning, or significantly improving Support processes rather than only maintaining existing operations.
• Strong analytical mindset and hands-on experience with Support metrics, with the ability to define baselines and targets, identify problems through data, and measure the impact of changes.
• Strong understanding of workload and capacity management and the ability to make data-informed decisions around team efficiency and staffing needs.
• Hands-on experience with Zendesk or a similar Helpdesk platform, including workflows, automations, routing, SLA policies, and reporting.
• Practical experience with Support automation, AI agents, AI copilots, chatbots, self-service, or other solutions that reduce repetitive manual work.
• Experience collaborating with Product teams and turning customer feedback and Support data into actionable product insights.
• Strong ownership, project management, and stakeholder management skills.
• Upper-Intermediate English or higher.

We offer:

• An opportunity to shape Support processes, metrics, quality standards, automation, and team practices rather than simply maintain an established setup.
• Close collaboration with the Head of Payments and cross-functional teams including Product, Analytics, Engineering, and Legal.
• The opportunity to build and scale AI-first Support processes and experiment with new automation and self-service approaches.
• A clear growth opportunity toward broader ownership of the Customer Support function as the business and team scale.
• Competitive compensation based on your experience, expertise, and impact.
• Access to available AI tools.
• Reimbursement of professional courses and trainings.
• Flexible working hours.
• Professional equipment and access to the necessary programs.
• Paid vacations, sick days, and other benefits.
• Medical insurance.
• A variety of corporate events and team-building activities.