Product Support Lead

Aspichi is a technology company developing and implementing a virtual reality (VR) program for psychological support and rehabilitation. 
Today, our solution is already in use and actively expanding. We have signed partnership agreements with over 60 leading rehabilitation centers in Ukraine and abroad, as well as with military units and training centers. The number of partners is constantly growing. 

Our mission is to make psychological support more accessible, evidence-based, and effective through innovation and science-backed practices. 

Main Responsibilities 

• Lead and develop the Product Support team to ensure high-quality assistance for clients. 
• Responsible for accepting customer inquiries via multiple channels (email, chat, calls, etc.). 
• Analyze and control the response process for a wide range of questions, including product usage by therapists and patients, technical issues, and best practices. 
• Collect customer feedback and initiate improvements to enhance the product and user experience. 
• Coordinate with internal teams (Product, Tech, R&D, HR) to ensure effective communication and resolution of customer issues. 
• Create and optimize support processes, documentation, and reporting standards. 
• Train and mentor team members to improve performance and service quality. 
• Ensure customer satisfaction KPIs and SLAs are met. 
• Support partners in integrating and scaling VR-based psychological programs. 

Requirements 

• 3+ years of experience in Product Support / Customer Success, preferably in tech, SaaS, or healthcare-related industries. 
• Experience in managing or leading support teams. 
• Strong problem-solving and process optimization skills. 
• Excellent communication skills and customer-oriented mindset. 
• Ability to analyze feedback, identify trends, and translate them into product or process improvements. 
• Good knowledge of support tools and CRM systems. 
• English — Upper-Intermediate (B2) or higher. 
• Ukrainian (native/advanced). 

We Offer 

• Work in an innovative tech company at the intersection of VR and psychology. 
• Opportunity to build and lead a Customer Support function from the ground up. 
• Collaboration with top rehabilitation institutions and military units in Ukraine and internationally. 
• Participation in scientific and practical research to improve psychological support. 
• Competitive compensation and career growth opportunities. 
• Friendly, innovative, and mission-driven team environment.