Support Team Lead
GotYourBack Support is a company providing subscription-based remote technical support to customers all over the world. Our support works closely with sales to deliver value across the full customer lifecycle, from resolving technical issues to identifying upgrade and upsell opportunities.
We're looking for an experienced and proactive Support Team Lead to take full ownership of one of our support teams and drive it toward world-class service standards. This is a hands-on leadership role with real autonomy: you'll shape processes, develop people, and play an active part in the automation and AI initiatives that are reshaping how our support operates.
You'll work with Tier-1 markets, own your team's performance end to end, and have genuine freedom in decision-making. This isn't a role where you execute someone else's playbook, but one where you build it.
What you'll do:
Own and lead the team
- Take full ownership of your support team, from daily people management and mentoring to onboarding, development, and offboarding
- Drive a culture of accountability, high performance, and continuous improvement
- Act as the main point of contact for all team-related activities
Develop your people
- Coach agents on both KPIs and soft skills, helping them grow their performance and their understanding of the business behind the numbers
- Run regular check-ins, performance reviews, and coaching sessions to keep the team engaged and aligned
Optimize processes and performance
- Design, optimize, and maintain internal processes to improve team efficiency
- Analyze daily metrics (call/chat/session data, KPIs) and turn them into concrete actions and changes
- Identify bottlenecks, underperformance, and emerging trends before they become problems
Drive automation and innovation
- Take an active part in AI automation and support-automation initiatives, from testing to rollout, driving positive adoption within the team
- Contribute to building and refining the KPI framework that shapes how the department measures success
Plan and report
- Report regularly to upper management on team performance, statistics, and strategic outcomes
Work closely with the Support Lead to continuously improve support operations
What we're looking for:
Required:
- Minimum 6 months of experience as a Team Lead (or equivalent leadership role)
- English at B2+ (upper-intermediate) or higher
- Strong leadership, communication, and people-management skills
- Analytical mindset: ability to turn support metrics into meaningful decisions
- Readiness to work under pressure and make difficult, sometimes unpopular decisions
- Goal-oriented, proactive, and genuinely willing to keep improving
Nice to have:
- Technical background
- Experience working with international / Tier-1 markets
- Experience with BI systems (e.g., Metabase or similar) for reporting and insights
What we offer:
- 5/2 schedule, 9:00 to 18:00, with flexibility for an earlier or later start/finish
- Huge space for professional development: we don't do micromanagement, but we do provide regular 1:1 sessions using our Values OS framework to help you master enterprise-level sales skills;
- Ultimate freedom in your remote-first workflow — work from wherever you feel most comfortable and productive;
- Awesome environment and Teamwork: we have a gamified internal system on Pointagram, where you earn Karma Points and Value Badges for great results and supporting your peers, and then exchange them for cool company perks;
- Complete care: paid vacation, sick leaves, health insurance, and psychological support sessions;
- A strong, open-minded team with zero corporate bureaucracy, where your ideas and initiatives actually matter;
- A company with a mission - we actively support AFU and contribute to volunteer initiatives as a part of our corporate social responsibility.
If you picture yourself as a part of a team that plays the long game and focuses on real impact — send us your CV! The first stage is a quick 30-minute online intro call just to get to know each other.
See yaa, we’ve GotYourBack!