Job VC

We’re looking for a
Customer Support Lead
to build and scale a modern B2C support operation that delivers seamless customer experiences across AI-powered and human support channels.
In this role, you’ll own the entire customer support function — from designing a tiered support model with AI voice agents and human escalation flows, to building operational processes, managing support performance, and scaling a high-performing support team.
This is a great opportunity for someone with strong experience in consumer support operations who enjoys building processes from scratch, improving customer experience through automation and data-driven insights, and working cross-functionally in a fast-moving startup environment.

Your responsibilities will include:
Design and manage a tiered support model with AI voice agents as the first line of support, human agent escalation, and Jira workflows for engineering-related issues.
Build and maintain a comprehensive Help Center, including FAQs, troubleshooting guides, and self-service support resources.
Own and optimize the consumer refund and dispute resolution process.
Manage all customer support entry points, including in-car voice support, QR-code support flows, and support links in order confirmations and order history.
Coordinate support workflows and escalation processes with OEM partners.
Handle and optimize resolution workflows for common customer issues such as missing or incorrect items, order accuracy issues, payment edge cases, and cancellations.
Hire, onboard, train, and scale customer support agents as support volumes grow.
Define, track, and improve support KPIs and SLAs across all customer support channels.
Track and report OEM-specific support metrics, operational trends, and issue breakdowns.
Maintain operational reporting for internal stakeholders and external partners.
Collaborate closely with Product and Engineering teams to turn customer feedback and support insights into product and operational improvements.
Identify opportunities for automation, process optimization, and customer experience improvements across the support organization.

What we expect from you:
3+ years of experience building or managing
B2C customer support operations
in consumer commerce, food delivery, mobility, or on-demand services.
Hands-on experience designing support processes, workflows, tooling, and Help Center infrastructure from scratch.
Strong understanding of tiered support operations, including AI/chatbot-first support models and human escalation workflows.
Experience managing refunds, disputes, and customer resolution processes in high-volume consumer environments.
Experience working cross-functionally with Product, Engineering, Operations, and external partners.
Strong operational mindset with the ability to work effectively in fast-moving startup environments and under launch deadlines.
Experience defining, tracking, and improving support KPIs, SLAs, and operational reporting.
Data-driven mindset with the ability to identify operational bottlenecks and customer pain points through support analytics.
Excellent communication, organizational, and stakeholder management skills.
Remote (Full-Time), with expected availability for calls during
PT/ET morning hours.
Strong
spoken and written English communication skills.

Nice to have:
Experience with
AI-powered support platforms or conversational AI systems.
Hands-on experience with Intercom, Stripe, Jira, or similar customer support and operations tools.
Experience supporting automotive, mobility, or OEM-integrated products.
Background in scaling support operations in startup or high-growth environments.
Experience building support dashboards and operational reporting frameworks.

What we offer:
Interesting projects and technical challenges that support both professional and personal growth.
A long-term project with stability and impact.
A flexible, results-oriented schedule with hybrid or remote work options.
A comfortable, modern office in
Kyiv
with generator and battery backup.
Competitive salary, medical insurance, and a supportive onboarding/trial period.
Team-building events, including parties, online activities, picnics, and more.
The opportunity to work in a
Top Employer company (DOU 2025)
.
15 days of paid
vacations
and 5
sick leaves
.