Sumsub ID Support Lead

We're looking for a Product Support Lead for Sumsub ID (IC). This is an individual contributor role, in which you'll sit at the intersection of Product and Support and own the end-to-end user support journey. Your job is to understand where users get confused, blocked, or frustrated, and to make sure they can resolve issues as easily as possible. You'll also make sure the Support organisation is ready to help when self-service is not enough.

This is a senior role in the Support organisation. You'll report to the Head of QA Support and work day to day with the Head of Reusable Identity, who sets the role's priorities. You'll own the Sumsub ID support experience end to end, and you'll need the judgement to know when our existing processes serve consumers well and when something new is needed.

The Sumsub ID user experience relies heavily on AI-powered support and self-service. The goal is market-leading consumer support. That means high CSAT, most routine contacts resolved instantly by AI with quality we can evidence, great help center, and contact rate per account falling as the base grows.

What You Will Be Doing:

• Understand the end-to-end Sumsub ID user journey and identify where users are likely to need help, get confused, or encounter friction.

• Own the Sumsub ID support experience as part of the product, including error recovery flows, help content, and AI and human support interactions.

• Identify where shared Support processes, SLAs and escalation paths don't fit a consumer product, and drive the changes needed. Adapt what exists where possible, and make the case for something new where it isn't.

• Regularly review support conversations, contact reasons, user feedback, and product data to identify recurring pain points and opportunities to improve the user journey.

• Work closely with Product and Design to turn support insights into product improvements and reduce avoidable contacts over time.

• Make sure every meaningful product launch or change is support-ready. That means user scenarios are understood, help content is updated, support flows are clear, and the wider Support team knows how to handle new cases.

• Own Sumsub ID support content, including help centre articles, chatbot guidance, troubleshooting materials, and internal documentation.

• Own the quality of Sumsub ID's AI support. Specify, test and evaluate flows with the AI/Automation team, and decide where automation ends and human support begins.

• Maintain product-specific support scenarios and ensure complex or sensitive cases, including GDPR-related requests, reach the right team quickly.

• Partner with Support Operations, Knowledge Management, Training, AI/Automation, and Support Delivery teams to implement improvements, building on existing processes and tooling where they fit.

• Define targets for and report on the Sumsub ID support experience to Product and Support leadership. Key measures include contact rate, CSAT, resolution quality, escalation rate, and self-service success.

About You:

• 5+ years in product support, support operations, or CX in a technology company, including a consumer or B2B2C product at scale. You've owned processes and metrics, not just handled tickets.

• Strong product mindset and the ability to look at support interactions as signals of problems in the broader user journey.

• Hands-on experience specifying, testing and improving AI support flows or chatbots (Intercom preferred).

• Able to pull and analyse support and product data yourself (SQL or equivalent) and build a defensible argument from it.

• Experience creating or maintaining customer-facing help content, troubleshooting guides, or support flows.

• Able to learn complex product behaviour and explain it clearly to both users and internal teams.

• Comfortable working across Product, Design, Engineering, and Support, and able to drive change without relying on formal authority.

• Strong written English and attention to detail. Much of this role is producing the words users see when they need help.

Nice To Have

• Exposure to identity verification, fintech, privacy, or another regulated environment.

• Experience with GDPR-related user journeys or support scenarios.

• Familiarity with APIs, analytics tools, or lightweight scripting.

• Conversation design or support content design background.

What We Offer:

• Remote-first, trust-based culture. Work from the place that works best for you. No mandatory office days, no attendance trackers. In some locations, we provide offices or coworking spaces, but the choice is yours.

• True flexibility. We do not fix you to a 9-to-5 schedule. You can adjust your working hours when needed, as long as your day stays productive and in sync with the team.

• Extra time off. Your birthday is a holiday here. Add to that 10 personal days each year, seven sick days without paperwork, and extra time to enjoy Christmas and New Year. Time to rest is part of the deal.

• Work that matters. Our mission is to build a digital world that is secure, accessible and inclusive for everyone. From fighting fraud to making online services easier and safer to use, your work will have a real impact on how people experience trust online.

• Compensation. We offer fair and transparent pay, benchmarked to the market.

• Truly global. We work across continents and time zones, with teammates and customers from all over the world. You will run campaigns that cross borders, cultures, and languages, and see your ideas land worldwide.

• Growth built in. Clear goals, open feedback and personal development plans. We support your progress with learning opportunities and by covering role-specific events, from design conferences to marketing forums.

• Celebrating your big moments. We are proud to support you through life’s biggest journeys with dedicated financial bonuses for both marriage and welcoming a new baby to your family.

• Team offsites. Sometimes just Slack is not enough. That is why we meet in person a few times a year. Trips are fully covered, so you can meet, collaborate, and recharge together.

• Getting you set up. We make sure you have access to the tools and hardware you need to do your work well.

• Friendly by design. Our logo is a dog for a reason. We keep things human, open and kind. We welcome individuality, quirks and different perspectives, because that is what makes our work smarter and more fun.

The hiring stages: TA Interview -> Interview with Head of Reusable Identity (Product team) -> Interview with Director of Customer Support/Head of Support QA.