Customer Support Experience Director

At ART2HIRE, we're seeking a highly skilled Customer Support Experience Director to join our team. This is a full-time, remote position based in Ukraine.

We're looking for an experienced professional to elevate our customer support framework and drive continuous improvement in support outcomes. If you're passionate about improving the customer experience and can connect users with product or engineering teams, we want to hear from you.

Your key responsibilities will include collaborating closely with technical and product teams to enhance product capabilities, acting as a liaison between customer support, product, and engineering teams, defining and tracking customer success KPIs, overseeing daily support operations, and compiling regular reports on support metrics and performance.

• Experience in consumer mobile and web software products, with familiarity with Windows products as a plus.
• Proficiency in managing customer support platforms like Zendesk or similar environments.
• Demonstrated ability to work collaboratively with technology teams to improve troubleshooting processes and implement automation.
• Strong communication skills to convey technical concepts effectively to both technical and non-technical audiences.
• Prior experience in technical troubleshooting and issue triaging.
• English - Upper Intermediate+

• An opportunity to lead and innovate within a dynamic customer support environment.
• A collaborative culture that values continuous learning and professional growth.
• An impactful role with direct influence on product improvement and customer satisfaction.