Technical Support Lead

📍 Location: Kyiv (Ukraine)
💼 Employment type: Full-time
🧭 Work format: Office-based
 

We’re looking for a Technical Support Lead to manage and grow our support team, streamline processes, and ensure top-quality service for our customers. In this role, you’ll combine people leadership with hands-on technical expertise, driving performance, improving workflows, and supporting complex tracking implementations.

About us:
Stape — is a global product-driven IT company and the #1 leader in the server-side tracking market. We’re building a powerful, technically complex product that simplifies server-side tracking for marketers and website owners. Our platform processes over 10 billion requests daily, helping improve tracking accuracy and data privacy for more than 100, 000 clients worldwide. We work closely with top partners like Meta and Snapchat to provide advanced tracking capabilities.

Key tasks:

• Handle people management functions, including performance reviews, hiring and onboarding, professional development, and training for team members.
• Implement and track team performance metrics on a monthly basis.
• Implement and automate team workflow and processes where visible.
• Create and manage internal documentation on team processes.
• Handle complex tracking implementations for high-demanding customers.
• Provide post-implementation support to customers, analyze the implementation's correctness, and fix any bugs that arise.
• Handle intro calls with complex customers, post-implementation calls, and support sales and account managers whenever technical expertise is required on calls (with higher complexity).
• Monitor industry news, introduce new solution approaches whenever feasible, share and explain them to team members.

Your background:

• Minimum of 5 years of experience in customer care, including at least 2 years in a leadership position within SaaS or tech product companies.
• Understanding of support process optimization (SLAs, KPIs, workflows, escalations, training)
• Confident using logs, APIs, and monitoring tools to investigate and resolve issues
• Strong communication skills - written and spoken English (Upper Intermediate+)
• Experience working with ticketing/CRM systems and analytics tools
• Proactive and solution-focused - someone who finds patterns and brings clarity into chaos
• Empathy, clarity, and patience in communication

We offer:

• Innovative product: Make a meaningful difference by contributing to a globally recognized solution that shapes the future of the server-side tracking market.
• Collaborative culture: Thrive in a friendly and open team environment that encourages initiative, creativity, and collaboration.
• Cozy office in Kyiv: Join us at our office in the heart of the city near the Zoloty Vorota metro station, with up to 10 free taxi rides to ensure a smooth and hassle-free commute.
• Career growth support: The company provides a dedicated budget for  your professional development.
• Paid parental leave: Paid parental leave is available to support employees during key life moments, helping to maintain a healthy balance between work and family life.
• Work-Life Harmony: Unlimited sick leave, 20 paid vacation days, and official Ukrainian holidays to help you stay healthy and recharge.

Excited to join us? Submit your CV and let’s get started!