Support Lead/ Head of Customer Support

Jobhire

7d • Remote

About The Position

We believe job searching should be smart, fast, and human. People shouldn’t spend hours filling out pointless forms and repeating the same questions. JobHire.AI already helps candidates discover career opportunities and seamlessly get in front of hiring managers and recruiters — so they can focus on what truly matters: growth, family and professional development. 📈 ~35% MoM; top 1% in growth rate 💰 Profitable from day one 👥 40 people 🚀 Investors: Deel Ventures, Daniel Gutenberg, Dave Waiser, Margulan Seisembayev, and other unicorn founders. Vision JobHire.AI is a personal AI agent for continuous professional development and happiness at work. Role We are looking for a strategic and hands-on Support Leader who can build a fast, human, and predictable support function — a highly effective and scalable one. Someone who isn’t afraid to “get on the frontline,” build processes from scratch, develop a team, and put customers at the center of every operational task.

Requirements

• 5+ years in Support or related functions, including 3+ years in a Lead / Head / Team Lead role (international/English-speaking teams).
• Experience launching/upgrading and scaling a support function from scratch (teams of 5–20+).
• Experience in an IT product with 500–3000 weekly tickets; ability to scale volume by 2×–5×.
• Experience managing L1–L2 teams, implementing automation, dashboards, QA.
• Hands-on: able to take the queue, close tickets, and configure Intercom personally.
• Power BI / Looker / Metabase / Tableau — for dashboards and SLA/CSAT/NPS monitoring.
• Advanced analytics & reporting: Excel / Google Sheets (formulas, pivot tables, charts).
• Knowledge of ITIL / ITSM: L1–L3 support levels, incident management, service request lifecycle.
• Experience hiring, training, onboarding teams; creating training materials and programs.
• Ability to define and manage service KPIs: SLA/SLO/SLS, CSAT, NPS, response time, answer quality.
• Experience in high-CSAT/NPS environments with a “customer-first” culture.
• Experience with workload forecasting, capacity planning, launching knowledge bases and chatbots.
• Hands-on client onboarding experience.
• Honest, direct communication.
• Fluent English and Russian.

Nice To Haves

• Entrepreneurial background: launching processes from scratch, solving non-standard problems independently.
• Understanding of coaching methods and modern people-management approaches.
• Understanding of how the U.S. HR/job-search industry works (standards, expectations, service

Responsibilities

• Develop and operationally lead the support function.
• Configure and optimize ticketing systems / Helpdesk platforms (Intercom, etc.).
• Manage SLA, SLO, SLS and monitor key service metrics.
• Create support standards: procedures, scripts, macros, knowledge base.
• Launch and run QA processes: checklists, conversation reviews, CSAT/NPS analysis.
• Conduct regular analytics: reports, dashboards, workload forecasting.
• Hire, train, and develop support specialists.
• Conduct onboarding for employees and clients when needed.
• Build processes that can be scaled and delegated within a month.
• Foster a culture of honest, transparent, and respectful communication within the team.

Benefits

• Amazing opportunity to upgrade and scale-up Support function in a fast-growing start-up.
• Remote work - work/life balance.
• Great product and team.
• Competitive package (based on experience).

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed