WHO WE'RE LOOKING FOR 🫶
We’re looking for a hands-on Customer Support Lead who thrives in fast-moving environments, cares deeply about customers, and enjoys building support processes from the ground up while leading a growing team.
WHAT YOU'LL DO 🕹️
You’ll lead and grow the customer support team, set up scalable support processes, and work closely with product and engineering to turn customer feedback into better experiences.
- Create, lead, mentor, and develop a distributed team of technical support specialists.
- Build and optimize workflows for high-speed, high-quality customer issue resolution.
- Oversee enterprise client support operations across multiple communication channels.
- Manage and improve KPIs (response time, CSAT, SLA compliance).
- Act as an escalation point for complex technical or VIP client cases.
- Collaborate with Product, Engineering, and Account Management teams to improve service and product quality.
- Implement and maintain support infrastructure using Intercom, Sumsub, Telegram, Jira and Microsoft Teams.
- Develop internal knowledge bases and best practices to ensure process consistency and continuous improvement.
PERKS WE ARE LOOKING FOR 😊
- Location: Based in Western or Eastern Europe time zone (preferred: Spain, UK, Serbia, Germany).
- Fluent / Native in Russian and English (Upper-Intermediate or higher, written and spoken).
- 3+ years of experience in B2B technical support, ideally in SaaS or fintech.
- Previous leadership or coordination experience (team lead, senior engineer, or equivalent).
- Excellent communication, empathy, and analytical thinking skills.
- Ability to manage high-value corporate clients and maintain premium service standards.
- Solid understanding of APIs, integrations, or payment systems (advantageous).
WHAT STAPE CAN OFFER 🎁
- Opportunity to build and lead a premium support function for a growing global fintech startup.
- Work with cutting-edge SaaS products used by international clients.
- Competitive compensation and performance-based bonuses.
- Fully remote work flexibility across Europe.
- Dynamic, innovative team culture with strong ownership and transparency.
- Supportive team culture with a focus on ownership and growth