Customer Support Lead

we are looking for a customer support lead to take ownership of our existing support function and help evolve it into a more structured, measurable, scalable, and ai-driven operation.

you will lead the customer support team and work closely with the head of payments to develop and strengthen the support function.

this role is for a proactive leader who can identify opportunities for improvement, bring structure where it is missing, and continuously improve the way customer support operates as the business grows.
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responsibilities:

• own and continuously develop the customer support function, identifying opportunities to improve quality, efficiency, and scalability.
• lead the support team: assess current performance, identify strengths and development areas, set clear expectations, and continuously improve team effectiveness and quality.
• define and implement clear quality standards, performance expectations, and workload and capacity management approaches.
• analyze the current team schedule and coverage model and propose improvements based on workload and business needs, scaling the team when necessary.
• build transparent support analytics and regular reporting across key metrics such as first response time, resolution time, sla adherence, csat, aht, productivity, workload, utilization, and capacity.
• monitor billing-related metrics such as refund rate, saved cancellation %, and dispute win rate and identify opportunities for support to positively impact business outcomes.
• review and optimize support processes, identify bottlenecks and repetitive manual work, and drive ai, automation, and self-service initiatives with measurable impact.
• develop and maintain a structured knowledge base, sops, faqs, and operational documentation.
• build a strong feedback loop between support and product: collect and analyze customer feedback, identify recurring issues and insights, and turn them into actionable product improvements and new ideas.
• work closely with payments, product, analytics, engineering, and legal on cross-functional initiatives related to customer experience and operational efficiency.
• stay hands-on when needed, including working with zendesk, support analytics, workflows, and complex customer cases.

what we look for:

• 3+ years of experience in customer support / customer operations, including at least 1–2 years in a leadership role.
• experience working with b2c digital / web products, preferably with subscription-based or billing-heavy customer journeys, including refunds, cancellations, subscriptions, chargebacks / disputes, and payment complaints.
• proven people-management experience, including performance management, team development, workload management, onboarding, and quality control.
• experience building, redesigning, or significantly improving support processes rather than only maintaining existing operations.
• strong analytical mindset and hands-on experience with support metrics, with the ability to define baselines and targets, identify problems through data, and measure the impact of changes.
• strong understanding of workload and capacity management and the ability to make data-informed decisions around team efficiency and staffing needs.
• hands-on experience with zendesk or a similar helpdesk platform, including workflows, automations, routing, sla policies, and reporting.
• practical experience with support automation, ai agents, ai copilots, chatbots, self-service, or other solutions that reduce repetitive manual work.
• experience collaborating with product teams and turning customer feedback and support data into actionable product insights.
• strong ownership, project management, and stakeholder management skills.
• upper-intermediate english or higher.

we offer:

• an opportunity to shape support processes, metrics, quality standards, automation, and team practices rather than simply maintain an established setup.
• close collaboration with the head of payments and cross-functional teams including product, analytics, engineering, and legal.
• the opportunity to build and scale ai-first support processes and experiment with new automation and self-service approaches.
• a clear growth opportunity toward broader ownership of the customer support function as the business and team scale.
• competitive compensation based on your experience, expertise, and impact.
• access to available ai tools.
• reimbursement of professional courses and trainings.
• flexible working hours.
• professional equipment and access to the necessary programs.
• paid vacations, sick days, and other benefits.
• medical insurance.
• a variety of corporate events and team-building activities.

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