Responsibilities:

• Hands-on handling of customer support (1st / 2nd line).
• Ensuring quality responses and SLA compliance.
• Designing and standardizing support processes.
• Creating knowledge bases, response templates, and documentation.
• Analyzing customer requests and providing feedback to the product and technical teams.
• Building and developing the support team (hiring, training, mentoring).
• Establishing clear communication channels between support, product, and engineering teams.

Requirements:

• 1–2+ years of hands-on experience in technical support.
• Experience or strong potential in a Team Lead role.
• Understanding of support processes, SLA, and KPI metrics.
• Analytical and systematic thinking, focus on results and customer experience.
• Proactive, responsible, able to delegate and mentor the team.

What We Offer:

• Hands-on role with a real impact on user experience.
• Opportunity to build and grow the support team.
• Influence on customer retention, reactivation, and growth through support.
• Clear processes and a collaborative, friendly team environment.