Jobhire is looking for a Support Lead to strategically build and hands-on lead a fast, human, and predictable customer support function. You will develop the team, create processes from scratch, and ensure customers are at the center of every operational decision.
What You'll Do
- Develop and operationally lead the entire support function.
- Configure and optimize ticketing systems and helpdesk platforms like Intercom.
- Manage SLA, SLO, SLS and monitor key service metrics.
- Create support standards including procedures, scripts, macros, and a knowledge base.
- Launch and run QA processes with checklists, conversation reviews, and CSAT/NPS analysis.
- Conduct regular analytics, reporting, dashboard creation, and workload forecasting.
- Hire, train, and develop support specialists.
- Conduct employee and client onboarding when needed.
- Build scalable processes that can be delegated within a month.
- Foster a culture of honest, transparent, and respectful team communication.
What We're Looking For
- 5+ years in Support or related functions, including 3+ years in a Lead/Head/Team Lead role on international, English-speaking teams.
- Experience launching, upgrading, and scaling a support function from scratch for teams of 5–20+.
- Experience with an IT product handling 500–3000 weekly tickets and scaling volume by 2×–5×.
- Experience managing L1–L2 teams and implementing automation, dashboards, and QA.
- Hands-on ability to take the queue, close tickets, and configure Intercom personally.
- Proficiency with Power BI / Looker / Metabase / Tableau for dashboards and SLA/CSAT/NPS monitoring.
- Advanced analytics skills in 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, and creating training materials.
- Ability to define and manage KPIs: SLA/SLO/SLS, CSAT, NPS, response time, answer quality.
- Experience in high-CSAT/NPS environments with a strong ‘customer-first’ culture.
- Experience with workload forecasting, capacity planning, and launching knowledge bases and chatbots.
- Hands-on client onboarding experience.
- Honest, direct communication skills.
- Fluent in English and Russian.
Nice to Have
- Entrepreneurial background launching processes from scratch and solving non-standard problems.
- Understanding of coaching methods and modern people-management approaches.
- Understanding of how the U.S. HR/job-search industry works (standards, expectations, service).
Technical Stack
- Intercom, Power BI, Looker, Metabase, Tableau, Excel, Google Sheets
Team & Environment
You will join a 40-person company and report directly to the COO.
Benefits & Compensation
- Opportunity to upgrade and scale the Support function in a fast-growing start-up.
- Remote work supporting work/life balance.
- Work with a great product and team.
- Competitive compensation package based on experience.
Work Mode
This is a fully remote position.
Jobhire is an equal opportunity employer.
