Head of Customer Support

About the Position

The Head of Customer Support is a pivotal role that combines leadership with hands-on involvement, responsible for building, developing, and managing the software support service of the company.

The Head of Customer Support is the service owner: they not only manage the team but also deeply understand the product, architecture, and customer usage scenarios, participate in resolving complex and critical incidents, personally engage in solving customer problems, and ensure correct escalation and effective interaction between customers and internal teams (Support L1–L3, Development, QA, DevOps).

This key position directly impacts:

• Customer satisfaction and trust in the product,
• Service stability and reliability,
• Quality of customer experience,
• Effectiveness of feedback between customers and product teams.

We are looking for a strong practical leader who combines management skills with technical thinking, takes responsibility for the overall service, and is ready to personally dive into the product and complex customer cases.

Responsibilities

Management and Hands-On Participation

• Managing the support service (L1 and L2 if necessary).
• Personal involvement in resolving complex, atypical, and critical customer incidents.
• Analyzing requests, reproducing problems, and finding solutions with the team.
• Making decisions on escalating problems to the appropriate specialists or teams.
• Quality control of responses, technical correctness, and communication style with customers.

Processes, Service, and Incident Management

• Building, optimizing, and scaling processes for handling incidents, requests, and problems.
• Defining, implementing, and monitoring SLA, KPI, and service standards.
• Organizing shifts, schedules, and team workload.
• Building an incident management process: recording, escalation, communication, post-mortem, RCA.
• Analyzing the causes of recurring incidents and initiating preventive changes.

Analytics and Metrics

• Analyzing key support metrics (First Response Time, Resolution Time, backlog, CSAT, etc.).
• Preparing regular reports on the status of the support service.
• Using analytics to improve service quality, processes, and customer experience.

Team

• Recruiting, onboarding, and training support service employees.
• Mentoring and professional development of L1 and L2 specialists.
• Fostering a culture of responsibility, customer orientation, and ownership.
• Maintaining a high level of team engagement and quality of work.

Interaction with Other Teams

• Close collaboration with development, QA, DevOps, and business analysis teams.
• Participation in resolving systemic problems and implementing improvements.
• Providing structured feedback on the product and customer experience.
• Participating in shaping product requirements from the support and customer side.
• Prioritizing product issues and improvements based on customer feedback.

Knowledge Base, Automation, and Development

• Controlling the creation, updating, and quality of the knowledge base (instructions, FAQ, wiki).
• Implementing automation, response templates, and AI tools in support.
• Analyzing typical customer problems and initiating product improvements.

Security and Compliance

• Adhering to data security and customer information confidentiality requirements.
• Handling incidents with financial, operational, or regulatory risks.
• Ensuring correct communication with customers in cases of security or financial incidents.

Requirements

Professional Skills

• Experience in IT product support service of at least 4 years.
• Experience managing a support or technical team of at least 2 years.
• Deep understanding of the principles of a support service in a B2B environment.
• Practical experience in resolving incidents, not just managing processes.
• Experience with ticketing systems (Jira Service Management, Freshdesk, Zendesk, Planfix, or similar).
• English language proficiency at least at the Intermediate level.
• Fluency in Ukrainian.

Technical Understanding

• Ability to read and analyze logs.
• Understanding of APIs, JSON, XML.
• Basic understanding of network principles (IP addresses, VPN).
• Ability to quickly understand new product functionality or modules.
• Understanding of banking or financial processes is a plus.

Personal Qualities

• High level of responsibility and ownership.
• System thinking and result orientation.
• Ability to work in stressful situations and with critical incidents.
• Clear, correct, and confident communication with customers and the team.
• Willingness to be deeply involved in the product and service, not just managing "from above".

Nice to Have

• Experience with Fintech or banking products.
• Experience in scaling or building a support service from scratch.
• Knowledge of ITIL or service management practices.
• Experience using AI tools in support processes (ChatGPT, Copilot, internal AI tools).

We Offer

• Competitive salary
• Opportunity to work remotely
• Professional development opportunities

About the Company

[Company description if present]

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