Head of Support

OBRIO is an IT company with Ukrainian roots inside Genesis business ecosystem. Our team consists of more than 250 talented professionals whose ambitions and striving for success help us build the best products on the market. We have offices in Kyiv and Warsaw.

We are developing Nebula — the biggest brand in the spiritual niche. Nebula has over 60 million users worldwide and has been ranked as the № 1 lifestyle app of the day in the Apple Store and Play Market in the USA, Canada, and Australia several times. Nebula is available on iOS, Android, and Web.

Our mission is to make people happier by improving the quality of their relationships.

Here are some details we would like to share with you:

• Nebula is #1 in its niche in terms of downloads and revenue targets;
• 60 million users worldwide;
• Users from 50+ countries;
• 4.8 — our average AppStore rating (with more than 215 thousand ratings).

We seek a strategic Head of Support to lead, optimize, and scale our support function. This role drives operational efficiency, enhances customer experience, and positions support as a key part of our brand. You will work closely with cross-functional teams to ensure seamless customer interactions and help shape the future of support as a core pillar of our business.

Your impact:

• Lead and motivate the support team, ensuring high engagement, conducting 1-1 sessions, and driving performance reviews.
• Develop and manage a robust reporting and analytics framework to provide stakeholders with actionable insights for strategic decision-making.
• Conduct audits of current support processes, identify inefficiencies, and implement strategies to optimize team performance and reduce operational costs.
• Foster a culture of continuous learning and development, providing training to enhance both technical and soft skills across the support team.
• Analyze customer satisfaction metrics (CSAT, NPS) to demonstrate how support efforts impact the overall customer experience and value.
• Collaborate cross-functionally with product, payments, and tech teams to ensure alignment of support initiatives with company-wide goals.

• Optimize the use of technology and tools to improve team efficiency and keep up with technological advancements.

   

About you:

• Proven leadership experience managing support teams of 50+ people in a fast-paced environment.
• Strong expertise in CRM systems and cost optimization strategies.
• Experience in driving efficiency and optimizing support workflows.
• Excellent communication and collaboration skills with a focus on cross-functional alignment.
• Strong problem-solving abilities and a customer-first mindset.
• Proficiency in English (B2+).

Soft skills:

• Leadership and Team Management
• Adaptability and Flexibility
• Strong Problem-Solving skills
• Analytical Mindset
• Ownership and Autonomy in Decision-Making
• Strategic Thinking

Nice to have:

• Technical Proficiency in support tools and systems
• Project Management experience and process optimization
• Negotiation skills, particularly for billing and dispute resolution
• Experience with Zendesk and its components (or similar CRM platforms)

Why OBRIO is the best place to work?

• Unleash Your Ambitions: Our company was built by ambitious people who never settle for less. By joining OBRIO, you’ll have the chance to unleash your own ambitions and achieve your career dreams.
• Innovate and Be Creative: We embrace innovation and creativity at OBRIO, and we encourage our team members to bring their unique ideas to the table. You’ll have the chance to explore new solutions and make a real impact on our company’s success.
• At OBRIO, we’ve gathered influential experts, all of whom are open to sharing their knowledge and ready to help solve issues based on their experience. This is the company where you can quickly reach your potential and advance your career.

Our benefits:

• Work from the comfort of your home or from one of our offices in Kyiv or Warsaw. The choice is yours!
• Enjoy 20 annual vacation days and unlimited sick leave, all covered by the company;
• Don’t worry about getting the right equipment, we’ve got you covered if necessary;
• Stay healthy with access to a corporate doctor online, and health insurance options in Ukraine or a fixed amount towards insurance abroad after your probation period;
• Keep learning with our extensive corporate library, internal online meetings, and lectures;
• Grow your skills with our training compensation program;
• Take advantage of our supportive corporate culture, including assistance with relocation, advice on legal stay abroad, housing support, and help for third-country nationals;
• Have fun with our online events and team-building activities!

Here’s what our hiring journey for this position looks like: Initial Screening ➡️ Team Interview ➡️ Skill Assessment ➡️ Final Check ➡️ Job Offer.

Let’s team up and reach for the stars together!