Customer Support Lead

Компания "Paloma365"

Customer Support Lead

First - about you:

You are a strong support professional who wants to influence not only service quality, but also product development.
You don’t just close tickets - you analyze patterns, eliminate root causes, and build scalable support systems.

You are comfortable leading people, making decisions, and working directly with clients and partners. You enjoy taking ownership and improving processes in a fast-growing product environment.

If you want your work to directly affect product quality and customer experience - this role is for you.

This is NOT a classic support role
We are not a traditional technical support team.
We are a Customer Experience & Product Improvement team.

Our mission is not just to solve tickets, but to understand why customers contact us, identify root causes, and improve the product so these issues don’t repeat.

Role Overview

We are looking for an experienced Customer Support Lead who will own the full support operation, ensure fast and high-quality client service, and build scalable support processes.

Responsibilities

• Manage daily support operations

• Working directly with clients and partners

• Ensure 24/7 support coverage

• Own client issue resolution end-to-end

• Build and maintain support processes

• Develop knowledge base and documentation

• Monitor support performance metrics

• Train and mentor support team members

• Work closely with technical and product teams

• Escalate and track complex issues

• Improve response and resolution time

Requirements

• 4+ years in SaaS / technical support

• Experience leading support teams

• Strong problem-solving skills

• Experience building processes and documentation

• Fluent English and Russian

• Ability to work in fast-paced environment

• Strong ownership mindset

Work Conditions

• USA project

• US time zone overlap required

• A product-focused environment where your impact is visible

• Direct communication with founders and product team

• Opportunity to influence product decisions

• No scripts, no call-center mindset, no meaningless KPIs

• Space for initiative, ownership and growth

• Salary in dollars

• We prefer this role to be office-based in Almaty.
  This is a key position, and close daily collaboration with the team, product and devices is important for us.

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