Lead Customer Support Manager

nouns. — we are a dynamic and innovative product startup focused on developing cutting-edge digital products serving millions of users in the USA, Canada, Europe.

We foster a culture of collaboration, innovation, and integrity. Our team is driven by a shared vision of creating impactful solutions that make a difference. We value diversity, creativity, and a growth mindset, enabling us to tackle complex challenges and push the boundaries of what is possible.

Our goal is to bring our products to the top app lists worldwide. If you are ready to take this challenge then welcome aboard!

What you’ll do:

• Build the customer support function from scratch: processes, teams, KPIs, and policies.
• Recruit and adapt the support team, establish onboarding and development processes.
• Set up Zendesk (or a similar system) tailored to current and future business needs.
• Develop internal admin tools for the support team — in collaboration with product and engineering teams.
• Implement a system of regular analytics and reporting: CSAT, FRT, resolution rate, refund rate, cancel rate, and other metrics.Participate in billing management: understanding subscription logic, cancellation and refund scenarios, and optimizing processes.
• Work closely with product, marketing, and billing teams to improve customer experience.

What’s required:

• Proven experience as Head of Customer Support (B2C).
• Ability to build processes and teams from the ground up — from strategy to day-to-day operations.
• Solid understanding of the subscription economy: billing, refunds, retention, cancellations.
• Hands-on experience configuring and managing Zendesk or similar support platforms.
• Strong command of support metrics and analytics: ability to measure, interpret, and influence results.Excellent communication and leadership skills; structured, proactive, and solution-oriented mindset.English level B2 or higher.

Perks and Benefits:

• Competitive Compensation: We offer a competitive salary package that reflects your skills, experience, and contribution to the company's success. We believe in recognizing and rewarding your hard work.
• Opportunity for Growth: We provide ample opportunities for career advancement and professional growth. You will have the chance to work on cutting-edge technologies and expand your skillset.
• Innovative Work Culture: We value creativity and provide an atmosphere that fosters learning and experimentation.
• Exciting Projects: Be part of exciting and challenging projects that push the boundaries of technology. You will have the opportunity to work on innovative IT products that have a real impact on users' lives.
• Team Collaboration: Join a diverse and talented team of professionals who are passionate about their work. Collaborate with experts from different fields and learn from their unique perspectives, fostering personal and professional growth.

• Flexible Hybrid Format. Enjoy the best of both worlds: collaborate in person 2 days a week at our comfortable Warsaw office, and work remotely the rest of the time — wherever you're most productive.

• Flexible Hybrid Format. Enjoy the best of both worlds: collaborate in person 2 days a week at our comfortable Warsaw office, and work remotely the rest of the time — wherever you're most productive.

Join our team and be part of our success story.