Support Team Lead

Our product is a large-scale and comprehensive solution. It consists of several key components: a convenient dashboard, a multifunctional SDK, and an API. All these provide the necessary functionality for integrating subscriptions into applications. We process payments from Apple & Google Stores, provide deep analytical insights, integrate data for A/B testing, and create no-code solutions to improve user experience.

Our Team

The team work on the principle of full immersion in the problem until its complete solution. We are constantly developing a self-service approach, minimizing the recurrence of problems in the future. In our work, we strive to establish trust-based relationships with clients, including through direct communication.

Duties and Responsibilities

• Lead and mentor support team, including onboarding new engineers
• Build and maintain knowledge base and documentation
• Organize and optimize support processes and ticket system
• Integrate support workflow with development team
• Manage NPS score and overall client satisfaction
• Work closely with CEO and engineers on support strategies
• Provide advanced technical support for complex issues
• Generate performance reports and analyze support data
• Implement and manage support tools and technologies

Who We Are Looking For

• Leadership Experience. Proven track record of leading support teams and implementing effective processes.
• English Proficiency. Must be able to articulate thoughts clearly in written and oral form for interaction with international clients and colleagues.
• Relevant Experience. Experience in B2B and similar fields, along with mobile development experience or training, is desirable.
• Technical Background. Understanding of mobile SDK principles, ability to work with monitoring systems (Kibana, Grafana, Sentry), and basic knowledge of network and JSON format.
• Process-Oriented Mindset. Experience working in teams with established processes and ability to optimize and implement new workflows.
• Problem-Solving Skills. Ability to analyze complex issues, pay attention to client needs.
• Energy and Initiative. High level of proactivity and enthusiasm required.
• Ability to Prioritize. Must be able to determine priorities in a dynamic work environment and manage time and resources effectively.