Customer Support Operations Manager

Location: Kyiv, Ukraine, with remote work also available.

Company

hirify.global is a Ukrainian product company building Hily, Taimi, AdConnect, and Mailkeeper for global audiences.

What you will do

• Manage up to 15 customer support agents through 1:1s, professional development goals, goal-setting, and regular feedback.
• Run quality control for agents and support bots together with the automation manager.
• Drive quality improvements through evaluation criteria, training, and constructive feedback.
• Calculate monthly team bonuses and coordinate schedules to ensure shift coverage.
• Work approximately 10 hours per week in support shifts.
• Report bugs to the product team within 24 hours and maintain the knowledge base.

Requirements

• 4+ years of experience in customer support or customer success, including 3+ years in customer support and 1+ year in quality control, lead, or a related role.
• English at B2–C1 level.
• Hands-on experience with AI tools, including prompt writing.
• Experience with Zendesk, Jira, Confluence, Slack, and presentation tools.
• Strong communication skills, including constructive feedback and handling difficult conversations.
• Attention to detail combined with the ability to see the bigger picture.
• Tolerance, empathy, and flexibility with people and change.

Nice to have

• Team management experience, especially with multinational teams.
• Knowledge of the LGBTQ+ community.
• Experience with Metabase.

Culture & Benefits

• Choice of a modern office in Kyiv or remote work with modern equipment and a home workspace budget.
• Medical insurance in Ukraine or healthcare compensation abroad.
• Unlimited paid sick leave and 31 paid vacation days, including public holidays.
• Benefits Cafeteria budget, learning budget, English lessons, a Speaking Club, corporate library, and learning platforms.
• Career Maps, rotation opportunities, knowledge-sharing, team buildings, communities, and online and offline activities.
• Corporate discounts, referral bonuses, and support from the hirify.global Foundation for Ukraine and military teammates.