Support / Supply Team Lead

We are looking for a proactive Team Lead to build, manage, and optimize our Support & Supply teams, ensuring high-quality customer experience and efficient operations. You will take ownership of daily team performance, workflows, Intercom processes, and motivation systems, conduct 1:1s and TIER meetings, monitor metrics and QA scores, resolve escalations, and identify opportunities for process improvements.

The role requires strong data-driven and structured thinking, excellent communication, adaptability, and a coaching mindset, as well as hands-on experience managing support teams (B2С experience preferred), working with Intercom or other customer service platforms, and using Google Sheets for reporting and analysis.

What you’ll do:

• Build and grow the newly hired Support and Supply team.
• Manage daily operations of Supporter and Supply teams.
• Monitor team performance and QA scores; ensure high service quality.
• Conduct regular 1:1s, feedback, and coaching sessions with team members.
• Develop and maintain workflows, SOPs, and compliance standards.
• Resolve escalated user issues when necessary.
• Identify process gaps and propose improvements to enhance efficiency and customer experience.
• Allocate resources effectively and balance workload across the team.
• Provide regular reports on team metrics and performance trends to management.

What we expected from you:

• Experience leading a Customer Support / Customer Care team 2+ years, working B2C, and ability to step in and support the team in complex cases when needed.
• English proficiency at B2 level or higher.
• Data-driven mindset — you rely on numbers, facts, and analysis to make decisions and focus on finding effective solutions rather than excuses.
• Strong people management skills — you can balance business needs with team well-being, give constructive (even difficult) feedback, listen actively, and motivate others.
• Strong planning and prioritization skills — you can estimate required resources, organize work effectively, and delegate tasks.
• Proactive and improvement-oriented — you are comfortable challenging the status quo, following industry trends, and proposing ideas (e.g., improving bonus systems, highlighting trends and patterns to Product Team).
• Experience with Intercom or other customer service platforms for managing customer communication and support workflows.
• Proficiency in Google Sheets, including building formulas, creating charts, and working with structured datasets.

Your journey with us:

• Step 1: Pre-screen.
• Step 2: Interview.
• Step 3: Test task.
• Step 4: Reference check.
• Step 5: Job Offer!

What we offer:

• 28 business days of paid off.
• Flexible hours and the possibility to work remotely.
• Medical insurance and mental health care.
• Compensation for courses, trainings.
• English classes and speaking clubs.
• Internal library, educational events.
• Outstanding corporate parties, teambuildings.