TL;DR

Customer Support Team Lead (Edtech): Building and scaling a 24/7 customer support team for an educational platform with an accent on efficient operational management, data-driven decision-making, and AI automation. Focus on optimizing support processes, implementing KPIs, and enhancing user feedback loops to improve product development.

Location: Onsite in Kyiv, Ukraine

Company

%hirify_global% is a venture builder that builds international product IT companies based on venture investment rules, focusing on creating successful companies and conquering global markets.

What you will do

Forecast and scale the customer support team to meet marketing demands.
Organize 24/7 support operations with seamless context transfer between teams.
Manage and improve support processes to eliminate bottlenecks and enhance interaction mechanisms.
Implement KPIs, monitor metrics, and make data-driven decisions for team and product improvements.
Implement and train AI agents to optimize the cost per ticket and free up staff for complex cases.

Requirements

Leadership: Ability to drive, mentor, and create an atmosphere of responsibility and trust.
Management Experience: Proven experience in managerial positions within Support/CX, with the ability to build and manage large teams.
Analytical Mindset: Ability to work with data, build reports, and propose business changes based on figures.
Product Experience: Understanding of product IT specifics and how to convert user feedback into product insights.
English Proficiency: Level B2 or higher, for fluent communication with the team and understanding user requests worldwide.

Nice to have

AI Implementation: Experience implementing artificial intelligence, new generation chatbots, or automating support processes.

Culture & Benefits

Agility & Speed: Fast decision-making, no bureaucracy, and the ability to implement ideas quickly.
Data-driven: Hypotheses are tested with figures and tests.
People-first: Belief in happy and engaged people behind successful products.
Access to internal clubs for marketing, development, finance, and recruiting.
Opportunities for training, courses, and conference attendance.
Medical insurance and a corporate doctor.