Empat
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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 during PT/ET morning hours. • Strong spoken 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 vacations and 5 sick leaves . Originally posted on Himalayas
Sourced from Himalayas. Confirm the details and apply on the employer's site.
