Jobs Customer/Technical Support

We are looking for a Customer Client Success Director with SaaS B2C/PropTech experience who will raise the standards of client success and turn our department into a true WOW-engine.

This is a role for an A-player leader who:

• Builds world-class processes and elevates customer experience to the next level.

• Inspires and mentors a team to deliver outstanding results.

• Turns clients into loyal advocates of the brand.

• Sees data and KPIs as the compass for scaling success.

• Understands that our salary is paid by the Client — and that retaining existing customers is more important than just acquiring new ones.

• Isn’t afraid to get hands-on, personally talking with clients to deeply understand their needs and challenges

Key Responsibilities:

• Lead and grow the Customer Success Department: manage, hire, and mentor a team of 5+ specialists, ensuring alignment with company profit and growth targets.

• Elevate customer experience standards: build processes where every client interaction ends with a “WOW.”

• Be hands-on when needed: engage directly with clients to understand their real feedback, frustrations, and opportunities.

• Oversee communication channels: manage Zendesk (or similar), live chat, calls, and escalations.

• Drive performance through KPIs: response times, CSAT, retention, repeat purchases. Continuously analyze and improve metrics.

• Build retention strategies: ensure customers stay happy, satisfied, and loyal — turning long-term relationships into revenue growth.

• Collaborate cross-functionally: work with product, sales, and marketing teams to integrate customer feedback and strengthen services.

• Strategize for scale: partner with leadership to optimize processes, expand the team, and innovate with automation and AI.
• Work time zone - Eastern US Time

What We’re Looking For:

• 3+ years leading Customer Success / Customer Support teams in SaaS B2C or PropTech companies.

• Excellent English (C1+) — both written and spoken.

• Proven track record of managing by KPIs and improving performance.

• Experience with automation and AI solutions in customer operations.

• Proficiency with Zendesk (or similar platforms).

• Strong organizational and leadership skills — thriving in a fast-paced, high-growth environment.

• Knowledge of the real estate or PropTech market is a strong plus.
  
  

What We Offer

• You’ll work at the core of a product-led, AI-powered startup where data drives every decision
• Your work will ship — fast — and impact thousands of users
• High autonomy, low bureaucracy: we trust you to own your domain
• Remote-first culture with flexible hours and async-friendly communication
• Salary (fixed base) ABOVE the market average.
• A smart, passionate team that moves fast, supports each other, and builds cool stuff
•  15 paid vacation days + 5 paid sick days annually.
•  Paid access to courses, books, and growth resources.
•  Real decision-making power and ownership of your results.

We are seeking an experienced L2 Support Lead to join client’s fully remote team in Ukraine. The ideal candidate will take ownership of ensuring smooth, uninterrupted operation of our products and services while driving excellence in customer support processes. This role requires strong technical awareness, communication skills, and the ability to perform effectively in a 24/7 environment serving global clients.

Details

Location: Ukraine (Full Remote)

Employment Type: B2B Contract

Start Date: ASAP

Language Requirements: English B2+ or higher

Key Responsibilities

Provide effective and timely technical support to ensure continuous product and service uptime.

Handle, investigate, and resolve incidents and service requests across multiple systems and platforms.

Monitor performance indicators, identify issues proactively, and ensure service-level objectives are met.

Collaborate with internal engineering and product teams to escalate and resolve complex technical problems.

Document technical solutions, maintain knowledge base articles, and participate in continuous process improvement.

Lead by example — ensuring service quality, client satisfaction, and team efficiency remain consistently high.

Requirements

5+ years of experience in technical support or a related IT role.

Strong responsibility, reliability, and attention to detail.

Excellent analytical and communication skills, with the ability to work under pressure.

English level B2+ (both written and spoken).

Understanding of trading systems or financial platforms is a strong plus.

Theoretical knowledge of IT service management frameworks (e.g., ITIL).

Proven track record of professional achievements in support leadership or customer service excellence.

Preferred Qualifications

Experience in one or more of the following IT areas:

System and network administration

Database administration

Software testing

Software development

Prior experience in 24/7 support environments or high-availability systems.

Working Conditions

Shift-based schedule supporting a 24/7/365 global operation.

Fully remote position within Ukraine.

Competitive salary with performance-based growth opportunities.

Standard social package and a supportive, professional work environment.

📍 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!

About Us:

We are an ambitious and fast-growing iGaming company focused on delivering high-quality entertainment and an exceptional player experience across Tier 1 and Tier 2 European markets. As we scale, we are looking for an experienced Head of Customer Support & Success to build and lead our Customer Support function, ensuring first-class service, operational efficiency, and player satisfaction.

Your Mission:

As the Head of Customer Support & Success, you will design, lead, and optimize the Customer Support operations to ensure an efficient, proactive, and scalable structure. You will champion the customer experience, drive retention, and build loyalty while integrating cutting-edge technologies and data-driven processes.

Your key responsibilities:

✅ Develop and manage a world-class, lean, and technology-driven Customer Support department.
✅ Lead technical implementations, organizational design, and control functions for the support team.
✅ Recruit, train, mentor, and continuously develop a high-performing, multilingual support team.
✅ Foster collaboration with platform providers, development teams, and third-party partners.
✅ Continuously enhance the player experience, drive engagement, and facilitate organic growth.
✅ Design and roll out customer-centric, transparent policies, procedures, and standards.
✅ Launch and refine critical processes including:
• Player acquisition and conversion via Live Chat, Phone, SMS, Messaging Apps (with payment method suggestions).
• Upsell and cross-sell strategies with scripts and coaching.
• Player retention, reactivation, and loyalty workflows.
• Emergency and exceptional situation handling protocols.
• Critical issues escalation, resolution, and reporting processes.
✅ Build and maintain a comprehensive Knowledge Base for onboarding, training, and operations.
✅ Define, monitor, and report on core and secondary KPIs for the Customer Support function.
✅ Drive data-informed decision-making, continuous improvement, and service excellence.

What We’re Looking For:

✔ Proven leadership experience in Customer Support/Success within the iGaming industry, with a focus on European T1/T2 markets.
✔ Strong understanding of Curacao licensing requirements and compliance in customer service.
✔ Track record of building and scaling efficient, tech-enabled support teams.
✔ Expertise in implementing CRM, Live Chat, Telephony, and omni-channel support solutions.
✔ Data-driven mindset with hands-on experience developing KPI frameworks and reporting structures.
✔ Excellent communication skills with the ability to collaborate cross-functionally and influence stakeholders.
✔ Player-centric approach, combining empathy with commercial acumen.
✔ Familiarity with best practices from leading iGaming operators is a plus.
✔ Upper Intermediate in English; additional European languages are a bonus.

Why Join Us?

🌟 Be instrumental in shaping the player experience for a high-growth iGaming brand.
🌍 Work with an international, ambitious, and innovative team.
🚀 Opportunity to build your department from the ground up with full ownership.
🎯 Competitive compensation package and performance incentives.

Langate is an award-winning provider of web development services in 3 main categories: business, healthcare, and education. At Langate, we're passionate about crafting digital solutions that make a real impact. We take immense pride in our strong collaboration with the U.S.  We're here to shape the future of technology, one milestone at a time. 
In addition to technical expertise, we value excellent communication skills. Collaboration and effective teamwork are the cornerstones of our success, and we believe in fostering an environment where everyone’s voice is heard and valued. 

About the project: The project is a healthcare revenue-cycle platform specializing in real-time insurance eligibility verification and automated coverage-change monitoring. The project is in an active development phase, supporting a growing base of existing clients while handling a high and increasing volume of coverage-related requests. In parallel, the team is rebuilding the platform to deliver a refreshed UI and enhanced functionality. We're also expanding integrations with new payers and third-party systems, while continuously maintaining and adapting previously. 

Requirements:  

• 5+ years experience of working with the support team, including at least 2 years of leadership/management positions
• Proven experience supporting US healthcare software products (e.g., EHR/EMR systems, payer/provider platforms, claims processing, HIPAA-compliant systems)
• Strong understanding of SaaS platforms, APIs, and integrations
• Understanding of the US healthcare and medical insurance systems; experience with such projects will be a plus
• Familiarity with ticketing systems (e.g., Zendesk, Jira Service Desk)
• Basic SQL and data analysis skills
• Software engineering background would be a plus
• Excellent problem-solving and analytical thinking
• Strong written and verbal communication skills
• Ability to work under pressure and manage multiple priorities 

Responsibilities: 

• Overseeing and scaling the work of the support team
• Track accordance to the SLA
• Establishing KPIs and tracking progress
• Communicating with the customers and the development team to establish an efficient ticket processing system
• You will report to the Project Manager. 

Team: 2 support engineers, Dev team: ~7 developers 

Schedule: 5/2, 8-hour working day (40 hr per week). US hours (starting at 2pm CET) 

Hiring process: HR interview + tech specialists   

We offer:  

• Competitive salary
• Official employment, paid sick leave, 20 days of paid vacation
• Free English lessons    
• Flexible work schedule    
• Official Ukrainian holidays are non-working days  
• Paid courses and certifications    
• Сoach / psychologist consultation   
• Workshops    
• Career development plan
• Mentoring Education    
• Medical Health Insurance 

DescriptionHarmonic is the worldwide leader in software-based cable access solutions. We revolutionized cable access networking with the industry’s first virtualized cable access solution, enabling cable operators to deploy gigabit internet services more flexibly and efficiently to consumers’ homes and mobile devices. More information is available at www.harmonicinc.comRequirements

What you need to succeed

• Proven work experience as a Customer Success Manager or similar role
• Experience working with MSOs and promoting value through customer experience
• Exceptional ability to communicate and foster positive business relationships
• Technical skills required, as they relate to the use of the product or service
• Technical experience in the high-tech industry, preferably within the broadband or telecom industries
• Accountability and personal organization are essential
• Experience in managing a diverse group and training each according to company standards
• A communications or marketing degree is preferred

Languages
• English – Advanced Level, French will be a plus

Job responsibilities

Role description

A Customer Success Manager (CSM) is a professional who is responsible for developing a positive customer experience and fostering healthy working relationships. They function as a bridge between the support and the sales team.
The CSM reports directly to the Customer Success Regional Lead. There are no direct reports to this position.
We are looking for a customer success manager who can provide ongoing support to our clients and network with them. The candidate should be able to contribute to building relationships and implementing innovative programs that will increase your business’ revenue potential and minimize churn rates.
A Customer Success Manager’s responsibilities include supporting customers as they transition from sales prospects, building close relationships that often last beyond any one project or job-order lasting process ownership with the business itself.
Ultimately, Lead the customer interfaces help solving their commercial and technical challenges and ensure their satisfaction while they are an active account with us. You will also collaborate closely with other employees to ensure customer questions and concerns are addressed in a timely manner.

What you will be doing
• Establish clear client retention goals
• Process milestones for the clients and employees to work toward
• Assist customers with setting up and navigating programs or software
• Promote the value of the product
• Upsell services and products with the brand image
• Promote value through customer experience
• Assist in creating training courses and educational materials
• Lead Customer meetings including QBR’s
• Lead & Generate Reports, Quotes, Pricing and Contract renewals
• Maintain & track high score of NPS & CSAT
• Track commercial and technical SLA’s & KPI’s
• Review customer complaints and concerns and seek to improve customer experience

About the role:

SAP for Me is SAP’s strategic customer portal, serving as a single, digital entry point for a customer’s entire SAP relationship.
It provides a personalized and transparent overview of their key assets and interactions, consolidating information such as licenses, support incidents, cloud consumption, and system landscapes into a unified, self-service dashboard.
Application Consulting – E4 – Principle Consultant (SAP Experience 6+ Years)

Responsibilities:

•  Supporting and advising teams in developing and operating highly available systems
• Developing automation and tools to help operate these systems, particularly in the areas of:
  – Monitoring,
  – Release Management
• Risk Analysis (identifying and avoiding potential problems early, for example through design reviews and resource forecasting).
• Depending on the division of labor, an SRE team might also have on-call duties and must respond to incidents:
  -Post-incident tasks include root cause analysis and implementing improvements.
• Traditional DevOps topics like Kubernetes cluster management are also part of the role.
• Expertise with observability and monitoring tooling (Dynatrace, Grafana, Octobus).
• Kubernetes, SAP Gardner, SAP Kyma
• Automation
• Solid understanding of DevOps practices, CI/CD, and infrastructure-as-code (GitHub Action, ArgoCD)
• System design and Scalability
• Linux

Nice to have:

• Familiarity with AIOps

Requirements:

• The SRE will work closely with platform engineers, product owners, and operations teams to improve reliability, observability, and automation of SAP for Me.
• Support the SRE Champion in defining and executing the SRE roadmap, ensuring sustainable service operations and continuous improvement.

We are expanding our Internal IT team and looking for a hands-on, highly motivated and detail-oriented IT Support Specialist (L1/L2) who will ensure smooth operations of internal IT services, tools, and infrastructure across our global organization.
This role combines the responsibilities of ITSM, elements of ITAM, and Office and Cloud Infrastructure support.

You will work closely with business stakeholders, engineering teams, and system owners to guarantee reliability, fast response, and stakeholder satisfaction. Reports to: Director of Operations

Location: Hybrid (Wroclaw only)
 

Key Responsibilities:

ITSM (Service Desk and Support, L1/L2)

• Act as a primary point of contact for end-users, ensuring timely and effective resolution of technical requests and issues
• Handle first-line requests (password resets, VPN issues, device troubleshooting, subscriptions/SaaS access).
• Diagnose, categorize, and route incidents, service requests, and problems 
• Resolve hardware/software issues (Windows, macOS, VPN, subscriptions).
• Support SaaS systems access and user onboarding/offboarding.
• Maintain clear communication during outages, incidents, and planned maintenance.
• Execute standard Change Management tasks (L1/L2).
• Standardize ITSM process improvement, automation, documentation, and knowledge base articles

ITAM (IT Asset Management)

• Own and manager the full lifecycle of IT assets within the organization.
• Manage and maintain accurate records for all IT assets, including software, hardware, licenses, subscriptions, and SaaS systems.
• Manage the procurement of new IT assets and register them accurately in the asset inventory system.
• Configure and deploy new hardware and software for Proxetters (OS setup, device enrollment, security policies configurations)
• Monitor and analyze asset usage and lifecycle status (asset health, warranty, capacity, etc) to optimize inventory and licensing
• Manage the safe and secure decommission and disposal of end-of-life IT assets
• Collaborate with office managers and external vendors to ensure timely procurement and distribution of assets.

Office and Infrastructure Support

• Support and monitor office network and connectivity (LAN, Wi-Fi, VPN, firewalls, access points, etc).
• Monitor networks troubleshooting and escalate complex network issues to senior engineers/vendors.
• Support office IT hardware (printers, badge/access control systems, CCTV, meeting room equipment).
• Manage backup and recovery procedures (local and cloud environments)
• Support and maintain on-premise and cloud servers used for internal purpose
• Assist engineering teams with cloud infrastructure (AWS, Azure, GCP) for project use

Requirements:

• 3+ years of experience in IT support or IT operations
• Strong troubleshooting skills for macOS and Windows environments
• Solid networking knowledge (TCP/IP, DNS, DHCP, routine basics, Wi-Fi troubleshooting, VPN)
• Experience working with identity systems (Google Workplace, MS Entra)
• Practical experience with ITSM tools (e.x Jira Service Management or similar)
• Experience with device enrollment, OS imaging, patching, and endpoint security (MS Entra, Apple Business Management, ManageEngine, Crowstrike, CloudFlare or similar)
• Strong experience with SaaS applications, access management, roles and groups, SSO logic
• Hands-on experience with asset management and inventory systems (Jira Service Management Assets or similar)
• Hands-on experience with Jira cloud administration
• Strong customer service mindset: friendly, respectful, and solution focused
• Proactivity and problem solving skills, ability to operate independently
• High responsibility and ownership mentality (“Even If I don’t know how to resolve something, I’ll figure-out the optimal solution and solve it”)
• Experience working with a global/distributed company (at least 2+ countries)
• English level B2+
• Familiarity with ITSM and ITAM best practices.

Nice to have requirements:

• Experience with automation (Bash, PowerShell, Python - basic+ level)
• Understanding of IT security best practices (MFA, conditional access, device compliance policies)
• Familiarity with CCTV systems, access control, and office IT hardware integrations
• Experience with middleware systems (Zapier, n8n, maker or similar)
• Experience with configuring cloud infrastructure from scratch (Azure, AWS, GCP)
• Familiarity with data warehousing/BI visualization tools

Fluent Technologies is a leading system integrator and hosting provider specializing in ultra-low-latency strategy and market data solutions for the financial industry. Our dynamic team drives our ability to deliver unified communications and cutting-edge technology for tier-1 financial institutions. Learn more about us at www.fluenttech.net.

Position Overview:

As a Technical Support Engineer, you will be responsible for managing global customer technical issues, overseeing internal escalations, maintaining the knowledge base, providing product feedback, and leading support-related projects.

Responsibilities:

Take ownership of technical issues and provide tier 2 support for major financial clients.

Handle complex troubleshooting, investigations and debugging, particularly in Fluent code.

Implement configuration modifications and thoroughly document troubleshooting and resolution steps.

Desired Skills & Experience:

• At least 5 years of proven experience as technical support engineer (Tier 2 or Tier 3).
• Knowledge of scripting languages such as Python or Bash.
• Strong understanding of Linux systems, including log analysis, regular expressions, and process management.
• Troubleshoot complex technical issues and manage escalations to keep track of ongoing issues.
• Understanding of networking principles, including telnet and TCP/IP.

• Collaborate with other teams such as R&D, Integration, Project Management.

   

Nice to have:

• Experience as an Integration engineer in production environments.
• Experience in quality assurance (QA).
• Background in finance.
• Familiarity with Jira/YouTrack and ServiceNow.
• Excellent verbal and written communication skills in English.

Dripify is looking for a Head of Customer Support to lead and grow our multinational support team and deliver an exceptional customer experience that users genuinely love, 24/7.

As a fast-scaling B2B SaaS company, support is one of the most important parts of our business. We want every customer to feel heard, guided, and supported — quickly, clearly, and with a friendly human touch.

You will manage support teams across several countries, build efficient processes, introduce high standards of service quality, and ensure the team is trained, motivated, and set up for success. You’ll also collaborate closely with Product, Sales, and other departments to keep customer feedback moving in the right direction and ensure issues are resolved proactively.

We’re looking for someone who knows how to structure a support organization effectively, set up clear cross-department processes, and continuously improve support SLAs and key performance metrics like CSAT, FRT, and resolution time. Someone who can build and lead a high-performing, motivated remote team, bring clarity and consistency to daily operations, and create a positive, accountable, service-driven culture.

If you thrive in fast-paced SaaS environments and believe world-class support can be a company’s strongest competitive advantage, you’ll fit right in!

Requirements:

— 5+ years of experience managing international Customer Support teams in a high-volume, fast-paced environment.
— 2+ years in Customer Support leadership roles within B2B SaaS.
— Proven experience hiring, onboarding, mentoring, and developing customer support team members who together form a well-structured, motivated, and high-performing support organization
— Demonstrated ability to design, document, and implement scalable support processes that ensure consistency as the company grows.
— Experience building or improving support knowledge bases, internal documentation, and training systems.
— Experience managing escalations, including technical issues, high-value accounts, and urgent or sensitive customer situations
— Strong understanding of Intercom or similar support platforms (Zendesk, Freshdesk, Gorgias, Gorgias, etc.).
— Solid experience with HubSpot CRM (or similar) — including integrations with support tools and workflow automation.
— Experience working with AI chatbots, automations, and AI-assisted support flows.
— Proven track record of building and optimizing cross-team processes (especially with Product, Engineering, Sales) that impact customer satisfaction and outcomes.
— Experience of successfully building and maintaining a positive, friendly team culture across a distributed, international support team while holding high standards.
— Strong written and spoken English — able to craft/support replies better than any agent on the team.
— High ownership, proactive mindset, and ability to make decisions under uncertainty.

Responsibilities:

— Lead and manage a multinational customer support team with a user-centric approach and efficiency in mind.
— Develop the long-term vision, SLAs, and OKRs for the Support department, ensuring alignment with Dripify’s overall business and customer retention goals.
— Own, monitor, and report on all critical Support KPIs — including CSAT, First Response Time, Resolution Time, SLA compliance, and operational stability — with continuous improvements to achieve world-class performance.
— Lead the hiring, onboarding, mentoring, and professional development of support agents across multiple geographies, building a positive, motivated, and high-performing team culture.
— Oversee onboarding programs for new support agents to ensure rapid productivity and strong understanding of the product, tone of voice, workflows, and expectations.
— Design, roll out, and manage a robust QA framework to ensure reply quality, tone consistency, and adherence to Dripify’s communication standards across the entire team.
— Own the continuous education of the support team, ensuring agents remain fully updated on new product features, industry changes, and competitor positioning.
— Proactively identify and lead initiatives that improve support workflows, automate repetitive tasks, reduce agent handling time, and boosts overall operational efficiency.
— Lead the strategy for optimizing the AI chatbot, knowledge base, and self-service documentation to maximize First Contact Resolution (FCR) and reduce low-value or repetitive ticket volume.
— Own and optimize the support tech stack, including Intercom (or equivalent), HubSpot integrations, automation workflows, macros, and internal tools.
— Act as the operational bridge between Support and other teams, ensuring customer insights, product feedback, bugs, feature requests, and recurring issues are captured, structured, and communicated clearly.
— Partner with Product and Engineering teams to prioritize improvements based on customer impact and recurring support trends.
— Collaborate with Sales and Success teams to ensure high-value customers receive timely guidance, appropriate escalation, and a smooth, positive experience.
— Create and execute clear internal and external communication protocols during system outages, platform-wide issues, and security-related incidents to ensure transparency and quick resolution.

Would be a plus:

— Background in email automation, CRM, or LinkedIn outreach tools.
— Familiarity with LinkedIn / Email automation
— Basic understanding of automation tools (Zapier, Make, SQL, or workflow builders).

Here is what we offer:

— 100% remote position, providing flexibility and work-life balance.
— Competitive salary reflecting your skills and expertise.
— 24 days of paid vacation per year to recharge and relax.
— 10 days of paid sick leave.
— Educational opportunities.
— Compensation budget for medical and hobby/sport expenses.
— Generous budget for birthdays and anniversaries.
— Online and offline team events.
— A collaborative and innovative work environment with passionate team members.

Hiring process:

✅Intro call with HR Generalist (45-60min) — ✅ Test assignment — ✅Interview with Head of Product & Operations and CEO — ✅Reference check — ✅Offer

Про компанію:

ATAS — провідна платформа для трейдерів, яка допомагає приймати зважені рішення на основі потоку ордерів.
Наш продукт активно масштабується, і ми прагнемо забезпечити високий рівень технічної підтримки для користувачів по всьому світу.
У зв’язку з цим ми шукаємо не просто досвідченого керівника, а справжнього A-плейера — того, хто вміє тримати планку, мислити системно та вести команду до результату.

Про роль:

Нам потрібен Head of Technical Support, який очолить команду техпідтримки, вибудує чіткі процеси, забезпечить високий рівень сервісу та стане зв’язковою ланкою між клієнтами, продуктом і розробкою.
Нам потрібна людина, яка не просто реагує, а задає темп, прокачує команду, бачить слабкі місця і перетворює їх на точки зростання.

Ваші задачі:

• Лідерство та координація:
  Керівництво командою техпідтримки (1st/2nd line), постановка задач, розподіл навантаження, контроль якості та термінів.
• Побудова процесів:
  Впровадження стандартів обслуговування, SLA, escalation flow, бази знань, автоматизація типових запитів.
• Аналітика та покращення:
  Відстеження метрик, виявлення слабких місць, пропозиції щодо покращення продукту та процесів.
• Комунікація з клієнтами (за потреби):
  Ведення комунікації, вирішення складних кейсів, участь у розробці клієнтської стратегії.
• Взаємодія з командами:
  Передача технічних запитів у продукт та розробку, участь у релізах, тестуванні та навчанні команди.

Наш ідеальний кандидат:

• Розуміє трейдинг, має досвід роботи з платформою ATAS (або іншими аналогічними рішеннями).
• Має досвід роботи в техпідтримці у сфері fintech/crypto від 4 років, з них 2+ роки — на керівній позиції.
• Розуміє технічну сторону продукту: API, логування, інтеграції, баг-репорти.
• Має досвід роботи з інструментами підтримки: Freshdesk, Jira, TeamViewer.
• Вміє будувати процеси та працювати з метриками.
• Має сильні комунікативні та лідерські навички, вміє працювати з командою.
• Володіє англійською на рівні Upper-Intermediate і вище (знання німецької, іспанської або інших мов буде великим плюсом).
• Проактивний, системний, ефективно працює в умовах росту та змін.

Ми пропонуємо:

• Участь у розвитку продукту, який цінують за якість і глибину.
• Можливість впливати на клієнтський досвід та процеси підтримки.
• Віддалений формат роботи, прозору комунікацію та мінімум бюрократії.
• Команду, яка цінує ініціативу, чесність і професіоналізм.
• Конкурентну компенсацію та бонуси за результат.

Якщо ви хочете будувати техпідтримку, якою пишаються — надсилайте резюме. Будемо раді познайомитися!

Шукаємо для наших партнерів Head of Marketing Operations у компанію UniTalk
 

Про компанію

UniTalk — міжнародна продуктова IT-компанія, що розробляє бізнес-комунікаційні рішення: IP-телефонія, віртуальні АТС, голосові агенти, AI-аналітика, інтеграції з партнерами. Ми — команда з 100+ людей у Києві та Польщі, масштабно працюємо на міжнародних ринках і постійно запускаємо AI-продукти. Ми цінуємо швидкість, прозорість та результативність, і хочемо, щоб маркетинг працював як добре відлагоджена машина.

Твоя місія

Як наш Head of Marketing Operations ти:

• Збираєш маркетингові вертикалі в єдину робочу машину: Performance, Events, Content/Creative, PR
• Впроваджуєш прозорі та ефективні процеси, прибираєш хаос і бюрократію
• Контролюєш KPI, бюджети, ROI, CPL, CPA, LTV та інші метрики
• Забезпечуєш синхронну роботу маркетинг ↔ продукт ↔ сейли ↔ партнерський департамент
• Формуєш аналітичні дашборди та допомагаєш команді бачити результат

Тобі не доведеться робити креатив або дрібні задачі руками — твоя роль операційна і управлінська, а не «креативна».

Основні обов’язки

Управління командою:

• Керувати 4 вертикалями та підрядниками
• Контролювати дедлайни та якість виконання задач
• Мотивувати, навчати і оперативно підміняти функції команди при потребі

Процеси та операційна робота:

• Впроваджувати прозорі і масштабовані процеси
• Пріоритизувати задачі відповідно до цілей компанії
• Забезпечувати швидку і ефективну взаємодію з продуктом, продажами та партнерами

Бюджет та аналітика:

• Планувати та контролювати маркетинговий бюджет
• Стежити за ROI, ROMI, CPL, CPA, LTV, CAC
• Аналізувати результати кампаній і performance-напрямків
• Готувати регулярні аналітичні дашборди для керівництва

Ми чекаємо саме тебе

Hard skills:

• 2−4 роки досвіду управління маркетингом
• Розуміння performance-маркетингу, контент-маркетингу, PR та івент-напрямку.
• Глибокі навички маркетингової аналітики (Google Analytics, CRM-дані, звітність).
• Досвід роботи з бюджетами та плануванням маркетингових витрат.
• Розуміння CPL, CPA, ROAS, ROMI, LTV, CAC, SEO-метрики

Soft skills:

• Структурованість, делегування та керування без мікроменеджменту
• Прийняття швидких рішень на основі даних
• Ефективна комунікація і синхронізація роботи команд
• Стресостійкість і пріоритизація задач
• Відсутність бюрократичності — вміння «розрізати» складне на просте.

Умови роботи

• Формат: офіс (Київ, Поділ) — офісний або гібридний формат
• Графік: 9:00—18:00 або 10:00—19:00, повна зайнятість
• Зарплата: від 80 000 до 160 000 грн
• Бонуси: за досягнення KPI та результат команди
• Можливість впливати на міжнародний маркетинг та розвивати маркетингові процеси

Хочеш, щоб твої рішення реально впливали на результат? Приєднуйся до UniTalk і створи маркетинг-машину разом з нами!