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.
