Customer Service Lead in ART2HIRE

Our client - a new Silicon Valley based profitable B2C product startup building innovative mobile solutions for the planet, is now looking for a Customer Service Lead.Location: UkraineType: Remote, Full-timeStart date: ASAPAbout Project And PositionBased in Silicon Valley and backed by top-tier VCs is a new mobile innovator delivering exciting new products for consumers across the planet.The company has a flagship VPN application that drives ~10M MAUs. There are others in the portfolio as well as others in development.About RoleWe're seeking a Customer Service Lead to elevate the customer support framework for both the company's mobile and desktop applications. If you're passionate about improving the customer experience and can connect users with product or engineering teams, we want to hear from you.Responsibilities Include But Are Not Limited ToCollaborate closely with technical and product teams to enhance product capabilities, including logging and troubleshooting features.Act as a liaison between customer support, product, and engineering teams to ensure effective knowledge sharing and issue resolution.Define and track customer success KPIs to drive continuous improvement in support outcomes.Oversee daily support operations, including ticket resolution and team guidance, while maintaining a hands-on approach to customer inquiries.Compile and deliver regular reports on support metrics and performance.RequirementsExperience in consumer mobile and web software products, with familiarity with Windows products as a plus.Proficiency in managing customer support platforms like Zendesk or similar environments.Demonstrated ability to work collaboratively with technology teams to improve troubleshooting processes and implement automation.Strong communication skills to convey technical concepts effectively to both technical and non-technical audiences.Prior experience in technical troubleshooting and issue triaging.English - Upper Intermediate+What's the point?Opportunity to lead and innovate within a dynamic customer support environment.Collaborative culture that values continuous learning and professional growth.Impactful role with direct influence on product improvement and customer satisfaction. Show more Show less Посадовий рівень Старший середній рівень Тип зайнятості Повний робочий день Посадові обов’язки Інше Галузі Кадрове забезпечення та рекрутинг