Customer Support Lead

Join an innovative AI-powered voice commerce platform and become the first Customer Support professional responsible for building and scaling customer support operations from the ground up.

This role combines hands-on customer support ownership with the opportunity to design processes, implement tools, define KPIs, and build a future support organization. As the business grows, you will hire, train, and lead support agents, evolving into the manager of the future Service Center.
 

Responsibilities

• Build and own the entire B2C customer support function from scratch
• Establish a tiered support model combining AI voice agents, human escalation, and engineering support workflows
• Create and manage Help Center content, FAQs, troubleshooting guides, and self-service resources
• Own customer refund and dispute processes
• Manage support across multiple channels, including voice interactions, QR-code support, and order-related customer touchpoints
• Handle customer issues related to order accuracy, missing or incorrect items, payments, cancellations, and other service-related inquiries
• Coordinate support processes and escalations with OEM partners
• Work closely with Product and Engineering teams, turning customer feedback into actionable improvements
• Define, track, and improve support KPIs and SLAs
• Maintain operational reporting for internal stakeholders and external partners
• Analyze support trends, identify root causes, and drive process improvements
• Hire, onboard, train, and manage support agents as customer volumes grow
   

Requirements

• Experience building or significantly improving B2C customer support operations
• Experience designing support processes, selecting tools, creating knowledge bases, and establishing workflows
• Background in consumer commerce, food delivery, on-demand services, e-commerce, or similar customer-facing industries
• Experience working with tiered support models involving automation, chatbots, or AI-driven first-line support
• Experience managing refunds, disputes, and customer resolution processes
• Ability to work cross-functionally with Engineering, Product, Operations, and external partners
• Experience defining and managing support KPIs, SLAs, and reporting frameworks
• Strong analytical mindset with the ability to turn support insights into operational and product improvements
• Comfortable working in a fast-paced startup environment with ambitious launch deadlines
• Strong communication, organizational, and stakeholder management skills
   

Nice to Have

• Experience with Intercom
• Experience with Stripe
• Experience supporting AI-powered or technology-driven consumer products
   

Why This Role?

• Be the first support hire and shape the entire customer support function
• Work directly with AI, voice technology, and consumer commerce products
• Influence product and operational decisions through customer insights
• Build and lead your own team as the company scales
• Clear growth path toward managing the future Service Center
   

Working day Mon-Fr 12am - 9pm Kyiv time

Remote, full-time, B2B, no weekends or night shifts.