Customer Support Process Owner

We are looking for a hands-on Customer Support Process Owner to strengthen and modernize our customer support processes.

If you’re experienced in support process design, enjoy working with tech teams and AI tools, and love turning user feedback into actionable improvements — this role is for you.

In this position, you’ll be responsible for setting up and improving our customer support tools and processes, automating workflows, experimenting with solutions, and building systems that scale.

Key Responsibilities

• Describe and document current and future customer support processes.
• Design and implement tools and workflows to monitor and improve these processes.
• Systematize feedback from users and team members, turning it into clear tasks.
• Formulate and test hypotheses for process improvements.
• Manage a backlog of support-related improvements, experiments, and tool updates.
• Set clear tasks for developers and collaborate with tech teams to implement tooling changes.
• Act as a bridge between local support teams, developers, and stakeholders to align needs and drive execution.
• Create processes to ensure bugs are addressed by tech teams within SLA.

What You Bring to the Table

• Analytical mindset and confidence working with data (Google Sheets/Excel a must; SQL, Power BI a plus).
• Experience setting up and optimizing customer support processes, including SLAs, OKRs, and support metrics (NPS, CSAT).
• Familiarity with tools like Jira, Zendesk, or similar CRM/support platforms.
• Ability to structure tasks and manage cross-functional collaboration effectively.
• Comfortable working with AI tools and leveraging them to enhance automation and insights.
• Skilled at troubleshooting and proactive in experimenting with new ideas.
• Intermediate or higher level of English (B1+).
• Experience working with product and tech teams, including task-setting.
• Experience in managing user feedback (customer support, tech support, CX, QC etc.).
• Experience in a Lead or Owner position (mandatory).

Nice to have

• Experience in process design and optimization.
• Background in customer support, tech support, QC, or CX.
• Experience working with multicultural and distributed teams.
• Ability to read product documentation and configure new tools independently.

Why Lalafo?

• Impact & Ownership: You’ll own automation and support process improvements across multiple markets.
• Experimentation Culture: Your ideas will be tested and scaled.
• Flat & Collaborative: Direct work with decision-makers and engineers.
• Flexibility: Hybrid or remote work (Kyiv, Cherkasy, Poznan, or any location).
• Growth: Work in a supportive, data-driven environment with opportunities to learn and experiment.

This is not a people management role — perfect for someone who wants to focus on systems, automation, experimentation, and continuous improvement.

Ready to take our customer support to the next level? Let’s talk.