Support Team Lead

Location: Remote (Ukraine); the role can be performed anywhere in the world

Company

hirify.global develops mobile apps in the Health & Wellness, Utilities, and Music categories, with more than 1 billion downloads worldwide and a team of over 400 people.

What you will do

• Monitor, prioritize, and assign incoming customer support tickets.
• Detect and report incidents, take ownership of escalations, and resolve complex customer issues.
• Lead weekly team syncs and product training sessions.
• Manage schedules, capacity planning, extra shifts, and substitutions.
• Mentor 5–10 support agents through regular 1:1s, feedback, performance reviews, and improvement plans.
• Track KPIs, analyze support data, share product feedback, and optimize Zendesk triggers and automations.

Requirements

• Advanced English proficiency at C1–C2 level in writing and speaking.
• Strong expertise in Zendesk, including triggers, tags, macros, SLA settings, and Zendesk Explore.
• Proven experience managing and mentoring a team of at least five support agents, including shift and capacity planning.
• Experience with payment platforms such as PayPal and Stripe.
• Strong Google Sheets skills, including formulas, graphs, and structured datasets.
• Analytical skills and familiarity with Amplitude, Tableau, Jira, Confluence, or Asana; understanding of mobile apps and subscription models.

Culture & Benefits

• Remote-first work with the option to work anywhere in the world, with a flexible schedule or from a corporate hub.
• 50% compensation for coworking spaces worldwide.
• Public holidays based on Ukrainian or Polish calendars; employees elsewhere receive 12 public holidays annually.
• 100% sick leave compensation, partial coverage of medical insurance, sports activities, and therapy.
• Equipment provision or maintenance-cost coverage, plus 70% coverage of professional development courses and full coverage of corporate English courses.
• 18 working days of paid vacation, 3 personal days annually, and corporate events and team-building activities.