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Customer Support Team Lead

Location: Kyiv center, 50% remote

Ukrainian-American Product-eCommerce company is looking for a Master of Customer Support to join its amazing team in Kyiv. As the Leader, you’ll be in charge of building the Team (up to 10 people: US & UA desks). You’ll support life-saving products: body armor, modern high-tech military uniforms, tactical equipment, ballistic helmets, accessories, ammunition…


  • At least 3 years of successful experience in Customer Support (CS)

  • Deep understanding of the entire cycle of support processes

  • Strong knowledge and user experience of CS instruments

  • English level C1+ and Ukrainian C2

Competitive advantage:

  • Hands-on experience in implementing customer satisfaction metrics

  • Previous experience in building/leading customer-focused teams

  • Understanding/interest in body armor, uniform, ammunition

  • Work experience with multiple brands and physical products

  • Proven ability to schedule team shifts for US time zones


  • You enjoy customer support and even feel it is your calling

  • Exceptional communication and people skills – are your talents

  • Can-do attitude and strong problem-solving skills

  • Independent, energetic, initiative, and reliable

  • Active life position, purposefulness, curiosity


  • Act as a senior agent who drives customer satisfaction through qualitative CS

  • Inspire team members and motivate them to reach individual and team goals

  • Assist in the creation of the team KPIs – monitoring and reporting on results

  • Collect data/insights from customers to improve the company's processes

  • Act as a mentor and provide oversight, coaching, and training to the team

  • Direct supervision of the CS Staff: recruitment, evaluations, and discipline

  • Provide feedback or performance reviews to encourage future growth

  • Create relevant support material for your team such as FAQ

About us: Ukrainian-American company with roots, a back office, and manufacturing in Ukraine that proudly builds new deference gear right in the middle of the biggest market. It is a house of brands of body armor and tactical apparel. We build brands that people connect and value. We design and produce products that people wear proudly and deeply affinity for. Also, our company provides tactical and personal protective equipment to save and protect lives. Some examples of what we create are body armor, tactical gear, daily uniforms, futuristic exoskeletons, jetpacks, ballistic hoodies, augmented reality helmets, etc.

The offer:

  • A real opportunity for personal and professional growth — there is much free space for you to evolve as a Head of Support

  • Permanent employment with a competitive salary

  • 21 days of paid vacation

  • Amazing colleagues and pleasant environment

  • 50% of work-from-home opportunities

  • Modern and spacious office with highly-convenient workplaces

  • Special room for meditation and terrace with a panorama of the whole of Kyiv

  • Unforgettable parties with and unexpected presents

  • Value of diversity’s strength in the workplace

  • Love, support, respect, and inspiration

Are YOU excited about this opening?

If 'YES' – we look forward to receiving your CV with salary expectations

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