Head of Support at IT Company DocsInBox
IT company DocsInBox is looking for a Head of Support to make both support lines manageable and predictable in terms of speed and quality of issue resolution. The foundation is already in place: the first line operates under unified rules, issues have SLA norms by type, and some of the workload is handled by product enhancements. The next step is to ensure the system is based on reliable data, and the client receives a prompt response with a first-contact resolution.
They develop a product that addresses one of the most complex areas for restaurants – working with government services and document flow: EGAIS, Mercury, Chestny Znak, all in one window.
What needs to be done:
- Build a reliable system of metrics: workload, customer ratings, quality control
- Maintain response speed and resolution quality: SLA by issue type, first-contact resolution, analysis of negative feedback
- Bring both lines to a unified standard: roles, compensation, quality control, growth track
- Keep support costs as a percentage of MRR
- Manage the team through team leads, not by manually reviewing everyone's work
- Implement AI for the incoming flow and build a knowledge base for specialists and agent training
- Analyze the flow of incoming requests and transfer actionable reasons to the product backlog
- Closely collaborate with related departments to ensure client issues are resolved quickly and effectively
Who they are looking for:
- Experience in B2B with a high-frequency flow of requests: SaaS, technical support, service
- Managed support teams of 50+ people through team leads, not directly
- Personally verify metrics, not considering it the responsibility of analysts
- Built or reassembled a system of metrics and a compensation system for a line team
- Know how to remove micromanagement from team leads: through lead metrics and meeting rhythm, not manual control
- Implemented AI or automation in support with measurable results at scale, not a pilot that was "tried and failed"
Will be a plus:
- Experience in HoReCa or compliance: EGAIS, Mercury, Chestny Znak
- Worked with AI agents on incoming client requests
- Built a knowledge base for the support team
Conditions:
- Salary + performance-based bonus
- Direct reporting to the CEO, quick decisions without bureaucracy
- Large management scope: 100 people, two lines, 6 team leads
- AI in practice: the company invests in this area and has internal case studies
To apply with a resume and cover letter:
- 1-2 key results from the last 2 years where you implemented AI or automation in support, or reassembled the system of metrics and compensation for a line team
- Scale: team size through team leads, volume of requests, product
- Which metrics did you drive and what were the before and after figures: SLA, CSAT, request volume, support cost as a percentage of MRR
