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)