Support Team Lead

📋 Description

• Lead and develop a team of 7 Technical Support Engineers
• Manage and support Lead Support Engineers for key initiatives
• 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 SLA, response times, resolution efficiency, CSAT
• Work with Support Operations Manager to maintain quality and customer satisfaction
• Manage workload distribution and team scheduling
• Improve support workflows, processes, and documentation
• Track trends and scale team operations

🎯 Requirements

• English — C1 or higher, comfortable working with US-based teams
• Russian — fluent, used for internal support comms
• 2+ years leading a Technical Support team
• Experience leading teams of 5+ engineers
• Strong knowledge of support operations and metrics
• Proven coaching and development of support engineers
• Data-driven decisions using support metrics
• Strong communication and stakeholder management

🎁 Benefits

• 23 vacation days per year + holidays + 5 sick days
• Private health insurance for the whole family
• 100% paid telemedicine plan
• Home office setup assistance
• English learning courses
• Relevant professional education
• Gym or swimming pool access
• Co-working space allowance
• Remote working