Customer Support Lead (AI)

Location: Fully remote

Requirements

• 3+ years of experience in Customer Support or Customer Operations, including 1–2 years in a leadership role.
• Experience with B2C digital or web products, preferably subscription-based or billing-heavy journeys involving refunds, cancellations, subscriptions, chargebacks, disputes, and payment complaints.
• Proven people-management experience covering performance management, team development, workload management, onboarding, and quality control.
• Experience building or significantly improving Support processes, metrics, quality standards, and staffing models.
• Strong analytical skills and hands-on experience with Support metrics, workload and capacity management, and data-informed staffing decisions.
• Hands-on experience with Zendesk or a similar helpdesk platform, plus practical experience with Support automation, AI agents, AI copilots, chatbots, or self-service.
• Experience collaborating with Product teams and converting customer feedback and Support data into actionable product insights.
• Strong ownership, project management, and stakeholder management skills.
• Upper-Intermediate English or higher

What you will do

• Own and continuously develop the Customer Support function, improving quality, efficiency, scalability, and team effectiveness.
• Lead the Support team by setting expectations, assessing performance, developing team members, and managing workload and capacity.
• Define quality standards, performance expectations, coverage models, staffing plans, and regular reporting.
• Build transparent analytics covering First Response Time, Resolution Time, SLA Adherence, CSAT, AHT, productivity, workload, utilization, and capacity.
• Monitor billing metrics such as Refund Rate, Saved Cancellation %, and Dispute Win Rate to identify business improvement opportunities.
• Optimize processes, knowledge bases, SOPs, FAQs, workflows, and repetitive manual work through AI, automation, and self-service.
• Build feedback loops between Support and Product and collaborate with Payments, Analytics, Engineering, and Legal on customer experience initiatives.
• Stay hands-on with Zendesk, Support analytics, workflows, and complex customer cases when needed.

Culture & Benefits

• Fully remote work with flexible working hours.
• Opportunity to shape Support processes, metrics, quality standards, automation, and team practices.
• Access to AI tools and opportunities to build AI-first Support processes.
• Professional course and training reimbursement.
• Professional equipment and access to necessary software.
• Paid vacation, sick days, medical insurance, corporate events, and team-building activities.