Senior Customer Support Lead

Hi! We are Liven. We develop a global ecosystem of products that help people gain self-observability and steer away from negative thoughts, patterns, and behaviors on their personal journey.

Inside our ecosystem:

• Self-discovery companion — an app that helps 2.5M users build a deeper relationship with themselves. It’s a space for self-exploration through AI coaching, mood trackers, sound practices, and bite-sized learning.

• Online Coaching — sessions with certified experts to navigate complex life situations.

• Supplements — for physical recovery and bodily support.

Liven is a company for the curious. We are driven by curiosity — an inner need to ask questions, dig deeper, and never stop in the face of the unknown. We are passionate about creating products and solutions that truly help. Our entire culture of experimentation exists to find better ways to support and guide people on their self-discovery journey.

We are currently looking for a Customer Support Team Lead 🌟

In this role, you will be leading a structure of 5 support teams. You will manage the heartbeat of our community, ensuring that our rapid scaling never compromises the quality of human connection. This is a role for a bold owner who is ready to build processes, drive metrics, and foster a culture of Aspiration, Collaboration, and Entrepreneurship.

Key Responsibilities:

• Lead and Scale: Manage and mentor a structure of 5 support teams, directly developing our Shift Leads into strong people managers.
• Operational Excellence: Analyze workloads and manage agent productivity to ensure 24/7 stability and strict adherence to SLAs.
• Process Ownership: Build, audit, and optimize support flows and tools. You will be responsible for automating routine tasks to let the team focus on complex user needs.
• Data-Driven Strategy: Design and manage agent KPIs and bonus systems. You will rely on a deep understanding of metrics to make quick, effective decisions.
• AI Innovation: Collaborate directly with the team to help train and improve our AI agent, ensuring our tech evolves alongside our human support.
• Cross-Team Collaboration: Ensure seamless interaction within the support department. You will synchronize efforts between teams and Shift Leads to resolve operational challenges and maintain a unified standard of care.
• Workforce Planning: Take full ownership of monthly scheduling and capacity planning. You will forecast needs and organize the team’s time to ensure seamless 24/7 coverage while maintaining a healthy balance.
• Team Growth: Oversee the hiring process and scheduling, ensuring we have the right people in the right places as we grow.

What Matters to Us:

• Proven Leadership: You have solid experience as a Team Lead in Customer Support or Customer Experience. You know how to build processes from scratch and own them end-to-end.
• Analytical Mindset: You have a fundamental understanding of support metrics/KPIs and know how to use data to balance team load and performance.
• Structural Thinking: You can organize chaos into a clear system. You see the big picture but never lose sight of the details.
• Agility & Speed: You thrive in a fast-paced environment. You are flexible, make decisions quickly, and adapt to change without losing momentum.
• Proactive Ownership: You don’t wait for permission to fix things. You possess critical thinking skills and a constant drive for improvement (ACE mindset).
• People-First Approach: You understand that happy teams make happy customers. You are capable of fostering strong team interaction and engagement.

What Would Be a Plus:

• Product Company Background: Experience working in a dynamic product environment rather than outsourcing.
• Passion for Mental Wellbeing: A genuine interest in psychology, self-discovery, or mindfulness practices.
• English Proficiency: Advanced English level to communicate effectively with our global user base and team.

💡Why Liven?
People join Liven to bring to life the aspirations they once only dared to imagine.
Here’s what we offer to support you personally and professionally while you grow with us:

• A culture that values your ideas and empowers initiative;
• A growing team of over 200 passionate professionals;
• Health insurance, in-house doctor, and massage therapy;
• Internal professional clubs on marketing, development, payments, customer experience, and entrepreneurship;
• Sports and passion clubs: functional training, stretching, yoga, running, board games and more;
• Opportunities for continuous learning and growth;
• Meaningful work that makes a real impact.

We also fund projects that help overcome the consequences of the war and contribute to Ukraine’s recovery through the SKELAR foundation, a charity created and run by our employees.

If you want to shape a product that helps people face challenges, process emotions, heal from trauma, rebuild a positive self-image, and rediscover joy — Liven is the place for you!

Apply now and let’s build something meaningful together!