Customer Support Lead

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 duringPT/ET morning hours. - Strongspoken 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 vacationsand 5 sick leaves. Originally posted on Himalayas