Customer Support Lead

About the Position

We are seeking a Customer Support Lead for our defense tech robotics company in Kyiv. This role is pivotal in ensuring that military units receive top-notch support for their unmanned ground systems. The ideal candidate will lead the Customer Success & Support team, manage the customer lifecycle, optimize processes, and gather field insights for product improvements.

Responsibilities

• Lead and develop the Customer Success & Support team, ensuring high-quality communication, structured workflows, and reliable coverage for all units.
• Own the end-to-end customer lifecycle: onboarding, training, adoption monitoring, proactive check-ins, satisfaction tracking, and keeping records across all units.
• Manage all support operations, gathering feedback, SLA adherence, and structured issue resolution.
• Maintain direct communication with military units, ensuring readiness tracking, and resolving operational challenges.
• Build and optimize internal processes & SOPs for training and support.
• Collect, systematize, and deliver field insights to engineering teams to drive product improvements and increase system reliability.
• Develop and maintain a structured knowledge base (user guides, manuals, FAQ, checklists, video instructions).
• Plan and conduct training programs for operators and instructors, keeping complete training records across brigades.
• Monitor customer satisfaction and operational outcomes.

Requirements

• 3+ years of experience in Customer Success, Customer Support, or Account Management.
• Technical education is required. Knowledge of mechanics and electronics/electrics would also be a significant advantage.
• Experience leading teams or mentoring colleagues.
• Strong communication and interpersonal skills.
• Excellent organizational and process-building abilities.
• Ability to work in fast-paced, high-uncertainty environments.
• Good English (written and spoken).
• High integrity, responsibility, and emotional resilience.

Nice to Have

• Mentoring
• Resilience
• Problem Solving

We Offer

• Dynamic work environment with ambitious challenges.
• Opportunity to implement innovative ideas from concept to execution with minimal bureaucracy.
• Modern technical equipment.
• Professional training and development opportunities, including programs in Germany.
• Competitive salary and flexible working hours.
• Exemption from mobilization (if required).

About the Company

BazaIT is an IT recruiting platform by recruiters for the talents who want to get a new job and grow in Tech. BazaIT creates a network of talented people and IT products.

Our Values

• Build open and honest relationships – we strive to create strong relationships between all our members so that everyone feels comfortable to contribute in every way they can.
• Be Creative and Open-Minded – it’s important to take risks and embrace your creativity.
• Always grow and learn – we believe that everyone should be constantly trying to grow from a personal and professional standpoint.
• Do More with Less – by doing more with less, we mean that there’s always room for improvements and often for improvement is not much needed.
• Treat others the same way you want to be treated – we’ve learning to take nothing for granted. It’s important to stay humble, carry ourselves with quiet confidence, and treat others the same way that we want to be treated.

Achievements

We have our own Tech networking - Svoї in Tech (https://www.facebook.com/svoiintech/)