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Head of Support
Head of SupportTrading Space • Warszawa, Województwo mazowieckie, Polska
Head of Support

Head of Support

Trading Space • Warszawa, Województwo mazowieckie, Polska
10 dni temu
Opis pracy

Qualifications

  • 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 building and developing support teams — hiring, onboarding, setting performance goals, and mentoring
  • Practical experience 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 collaborating cross‑functionally with product, technical, and operations teams
  • English level — Upper‑Intermediate or higher
  • 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

Responsibilities

  • Audit the current support setup to identify structural gaps and opportunities for smarter scaling
  • Transform existing workflows into clear, documented, and repeatable processes
  • Develop and implement internal policies, procedures, and knowledge bases that enable predictable team performance
  • Build and grow the team : hire, onboard, and develop specialists who take ownership and grow within the group
  • Create a structure with clear responsibilities, sub‑teams, and leadership layers to support continuous scaling
  • Define performance metrics that 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 — making support a growth driver, not just a reactive function

    • Benefits

  • Spontaneous weekend from the CEO
  • Support for professional development, including events (e.g., a recent trip to Copenhagen), certifications, and educational materials
  • Flexible start time to fit your schedule
  • People Partner who continually supports 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
  • Assistance with accounting and tax management for individual entrepreneurs
  • English language and well‑being benefit to improve mental health as you wish
  • No time tracking
  • Company purchases charging stations for our team members
  • Monthly support for AFU, including donations for ammunition and supplies

    • Location : Warsaw, Mazowieckie, Poland

    Seniority Level : Mid‑Senior

    Employment Type : Full‑time

    Job Function : Other (Computer Games)

    Salary : PLN 35,000.00 – PLN 45,000.00 per month (positions open 2 months ago)

    #J-18808-Ljbffr

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