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 for dashboards and SLA/CSAT/NPS monitoring. Advanced analytics & reporting skills: Excel / Google Sheets (formulas, pivot tables, charts). Knowledge of ITIL / ITSM: L1–L3 support levels, incident management, service request lifecycle. 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 (Intercom, etc.). 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 when needed. Build processes that can be scaled and delegated within a month. Foster a culture of honest, transparent, and respectful communication within the team.