Customer Support Team Lead

TL;DR

Customer Support Team Lead (MedTech): Managing and developing support teams to ensure high-quality service delivery for global dental and hearing professionals with an accent on team performance monitoring, coaching, and stakeholder collaboration. Focus on driving internal support initiatives, handling escalations, and maintaining an inspiring team culture.

Location: Kyiv based position with possibility of flexible hybrid work.

Company

hirify.global develops innovative 3D scanners and software solutions for the global dental and hearing healthcare industry.

What you will do

• Manage and develop support teams while coordinating service delivery performance.
• Maintain high customer service standards and ensure satisfaction among key resellers.
• Drive internal support projects, monitor team metrics, and implement improvements.
• Provide coaching, training, and motivation to team members.
• Manage complex escalations and collaborate across departments to optimize support processes.

Requirements

• Minimum 4 years of experience in a customer care function.
• Previous experience as a Customer Support Team Lead or Supervisor.
• Strong understanding of customer support key performance indicators (KPIs).
• Excellent communication, leadership, and organizational skills.
• Ability to work independently with limited direction.
• Proven experience in teaching, coaching, or training team members.

Culture & Benefits

• Meaningful work contributing to the future of dentistry.
• Friendly, professional, and supportive working environment.
• Flexible hybrid remote work policy.
• Comprehensive benefits including medical insurance, paid sick leave, and 24 days of annual vacation.
• Occasional business trips to Western Europe.