Job VC

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.