Fundraise Up is looking for a Technical Support Team Lead to manage a team of Technical Support Engineers and ensure we consistently deliver high-quality, efficient support to our customers. In this role, you will focus on people leadership, operational excellence, and support process improvements within a collaborative product environment.
What You'll Do
- Lead and develop a team of 7 Technical Support Engineers.
- Manage and support Lead Support Engineers responsible for key initiatives such as Knowledge Base development, AI tooling, onboarding, and quality improvement.
- Conduct regular 1:1 meetings, coaching sessions, and performance reviews.
- Support engineers’ professional development and career growth.
- Own the operational performance of your team.
- Monitor and manage support metrics such as SLA, response times, resolution efficiency, and CSAT.
- Work closely with the Support Operations Manager to maintain support quality and customer satisfaction.
- Manage workload distribution and team scheduling.
- Continuously help the Support Operations Manager to improve support workflows, processes, and documentation.
- Identify improvement opportunities and implement changes.
- Track trends and ensure the team operates efficiently at scale.
What We're Looking For
- English — C1 or higher, comfortable working with US-based teams in a professional environment.
- Russian — fluent, used for internal communication with the support team.
- 2+ years of experience managing a Technical Support team in a leadership role (Team Lead, Support Manager, or similar).
- Experience leading teams of 5+ support engineers.
- Strong understanding of support operations and service metrics (SLA, response times, resolution efficiency, CSAT).
- Proven ability to coach and develop support engineers.
- Experience using support metrics and data to drive operational decisions.
- Strong communication and stakeholder management skills.
Team & Environment
You will lead a team of 7 Technical Support Engineers. The company is a distributed team of 160+ product professionals, including 80+ engineers. We operate with a flat structure, focus on long-term contribution, and maintain a transparent, collaborative culture.
Benefits & Compensation
- 30 days off
- 100% paid telemedicine plan
- Home Office Setup Assistance: assistance with purchasing furniture (office chair, desk, monitor) and other items
- English learning courses
- Relevant professional education
- Gym or swimming pool membership
- Co-working space access
- Remote working
- Stock options
Work Mode
This is a fully remote position based in Poland.
We are an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, color, religion, gender, sexual orientation, gender identity or expression, age, national origin, disability, or any other characteristic protected by applicable law in the countries where we operate.
