Customer Support Team Lead (вакансія неактивна)

CLUST is a venture builder that creates and scales IT businesses.

We work hand-in-hand with entrepreneurs as true partners, providing a systematic approach, funding, methodologies, and expertise, along with operational and legal support to accelerate business growth. We also help successful Ukrainian companies enter global markets.

Our mission is to turn bold ideas into profitable businesses.

We’re launching a new product and building a strong team. Seeking an experienced, automation-oriented Customer Support Team Lead to establish processes and ensure top-tier client support for a B2C product.

What to expect:
— A white-niche product that positively impacts people’s lives
— Fast-track your career with the potential to grow into a Head of Support role
— Flat hierarchy for quick decision-making, providing a unique opportunity to influence product strategy
— An engaging, supportive environment, where management fosters creativity and innovation

What you will do:
— Be the first support hire and build the entire support function from the ground up
— Design and scale support processes that set the foundation for seamless operations
— Leverage AI, CRM, Helpdesk, and chatbots to automate workflows and eliminate repetitive tasks
— Hire, train, and lead a high-performing support team while fostering a culture of continuous improvement
— Empower users with self-service (knowledge base, FAQ, chatbots), reducing inbound requests by up to 50%
— Deliver top-tier customer experience with CSAT ≥90%, ensuring support is both fast and high-quality
— Work with a diverse customer base across the EU and US

About you:
— 4+ years in Customer Support, including 2+ years in leadership
— Experience with scalable B2C products and high-volume inquiries from social media
— Proven success in automating support (chatbots, AI, self-service)
— Built support from scratch or optimized existing processes
— Strong analytical approach (CSAT, NPS, FCR, SLA, AHT, churn rate)
— Collaborated with product teams to improve usability based on user feedback
— Led support teams: hiring, training, and quality control
— Experience in creating Help Centers and knowledge bases
— Advanced English

Our Perfect-Match Candidate:
— Thinks strategically & analytically
— Leads proactively & motivates teams
— Adapts quickly & makes smart decisions
— Communicates & collaborates effectively
— Embraces innovation & AI-driven solutions
— Learns fast & spots issues before they happen
— Ready to hop on a rocket ship that’s just about to launch 😉

What we offer:
— Fully remote work with the flexibility to work from anywhere.
— Flexible schedule to suit your productivity peaks.
— Standard benefits package, including vacations, sick leaves, etc.
— Advocacy support for professional and personal matters.
— Access to a corporate library with valuable resources for growth.

If you’re looking for the opportunity to contribute to the development of innovative products using cutting-edge technologies, join us!

Or refer a friend here 🎯