Support Lead/ Head of Customer Support

5+ years in Support or related functions 3+ years in a Lead / Head / Team Lead role (international/English-speaking teams) Experience launching/upgrading and scaling a support function from scratch (teams of 5–20+) Experience in an IT product with 500–3000 weekly tickets; ability to scale volume by 2×–5× Experience managing L1–L2 teams, implementing automation, dashboards, QA Hands-on: able to take the queue, close tickets, and configure Intercom personally Proficiency with Power BI / Looker / Metabase / Tableau Advanced analytics & reporting: Excel / Google Sheets Knowledge of ITIL / ITSM Experience hiring, training, onboarding teams; creating training materials and programs Ability to define and manage service KPIs: SLA/SLO/SLS, CSAT, NPS, response time, answer quality Experience in high-CSAT/NPS environments with a “customer-first” culture Experience with workload forecasting, capacity planning, launching knowledge bases and chatbots Hands-on client onboarding experience Fluent English and Russian

Develop and operationally lead the support function Configure and optimize ticketing systems / Helpdesk platforms Manage SLA, SLO, SLS and monitor key service metrics Create support standards: procedures, scripts, macros, knowledge base Launch and run QA processes: checklists, conversation reviews, CSAT/NPS analysis Conduct regular analytics: reports, dashboards, workload forecasting Hire, train, and develop support specialists Conduct onboarding for employees and clients Build processes that can be scaled and delegated Foster a culture of honest, transparent, and respectful communication