Hey there, we’re looking for a Head of Support who knows how to turn a growing team into a strong, structured system. If you love digging into processes, building systems that actually work, and setting a high bar for quality — this one’s for you.
YOUR QUEST-LINE: * Audit the current Support setup — find what needs structure, what needs improvement, and where we can scale smarter; * Transform existing workflows into clear, documented, and repeatable processes; * Develop and implement internal policies, procedures, and knowledge bases that help the team operate predictably; * Build and grow the team: hire, onboard, and develop specialists who take ownership and grow within the team; * Create a structure with clear responsibilities, sub-teams, and leadership layers to support continuous scaling; * Define performance metrics that actually matter — speed, quality, and user satisfaction; * Implement or optimize tools — CRM systems, automation, AI-based solutions — to simplify daily work; * Use analytics and feedback to guide improvements and turn Support into a data-informed function; * Collaborate with Product, Anti-Fraud, Dev, and Marketing teams to ensure seamless cross-team problem solving and insights exchange; * Lead through clarity, trust, and accountability — and make Support a function that drives growth, not just reacts to it.
YOUR IN-GAME SKIN: * 2+ years of experience in a Lead or Head Support role in fast-scaling product environments; * Proven background in restructuring and optimizing existing teams and processes; * Experience in building and developing support teams — hiring, onboarding, setting performance goals, and mentoring; * Practical experience with creating and implementing policies, guidelines, and internal documentation; * Hands-on experience with CRM systems, process automation and AI-based tools; * Deep understanding of support metrics — from defining them to implementing and monitoring results; * Experience in cross-functional collaboration with product, technical, and operations teams; * English level — Upper-Intermediate or higher.
♀️ WILL BE YOUR BOOST: * Familiarity with the Steam trade system, skins market, or gaming experience (CS2, Dota2, Rust); * Domain experience in high-load E-commerce, Fintech, or iGaming projects.
YOUR POWER-UPS SOURCE: * Spontaneous weekend from the CEO; * Support for professional development, including events (we went on a MAJOR trip to Copenhagen, for example), certifications, and educational materials; * Start working at a time that’s comfortable for you; * People Partner who will always support you in word and deed; * Anniversary and performance bonuses; * Input on project direction in a bureaucracy-free environment; * Regular performance reviews and personal feedback sessions; * 20 paid vacation days and 7 sick leave days; * Assisting with the accounting and tax management for individual entrepreneurs; * English language and Well-being benefit — so that you can improve your mental health the way you want; * No time tracking; * We purchase CHARGING STATIONS for our spacers; * We help Ukraine: every month the company supports AFU and transfers donations for ammunition and supplies.
If you read everything carefully and exclaimed, then we are already looking forward to your resume and portfolio!
