🛠 Tech Stack

💼 About This Role

You'll lead the AI-first support system for Nebula, the largest spirituality brand with 70M+ users. Your impact will drive retention and operational efficiency while shaping a world-class user experience. This role sits at the intersection of Support, AI, Product, and Analytics.

🎯 What You'll Do

• Develop AI-first support system with quality AI agent and human handoff
• Build quality framework for evaluating AI and human interactions
• Optimize support processes to reduce Cost per Ticket without quality loss
• Launch retention and winback flows to improve user retention
• Improve VIP support experience and escalation protocols with Customer Success

📋 Requirements

• 3+ years of experience in support or customer experience management
• Experience managing a team and building operational processes
• English at B2+ level
• Experience with CRM systems and their configuration
• Familiarity with chatbot and AI conversation flows

✨ Nice to Have

• Experience with support analytics and product insights
• Background in fast-growing tech or product companies
• Knowledge of retention and winback strategies

🎁 Benefits & Perks

• 🏢 Flexible work from Kyiv, Lviv, Warsaw, or remote
• 🏥 Wellness support via OBRIO Wellness Club or sports coverage
• 🧘 Spiritual Allowance for personal balance
• 🏖️ 20 paid vacation days, unlimited sick leave, and sabbatical option
• 📚 Learning budget for conferences and mentoring

📨 Hiring Process

Estimated timeline: 2-4 weeks

1. 1Intro call with TA Specialist· 30 min
2. 2Interview with manager· 60 min
3. 3Skills assessment (test task)· 2-3 hours
4. 4Bar-raising/Final interview· 60 min
5. 5Job offer· 1 day