Technical Support Team Lead

We're Fundraise Up, a global fundraising platform that powers tens of millions of dollars in donations across the globe. We're seeking an experienced Support Team Lead to manage a team of Technical Support Engineers and ensure high-quality, efficient support to our customers.

Requirements

• English — C1 or higher, comfortable working with US-based teams in a professional environment;
• Russian — fluent, used for internal communication with the support team;
• 2+ years of experience managing a Technical Support team in a leadership role (Team Lead, Support Manager, or similar);
• Experience leading teams of 5+ support engineers;
• Strong understanding of support operations and service metrics (SLA, response times, resolution efficiency, CSAT);
• Proven ability to coach and develop support engineers;
• Experience using support metrics and data to drive operational decisions;
• Strong communication and stakeholder management skills.

Benefits

• Private medical insurance for the employee and their family
• 22 paid vacation days per year
• Up to 14 paid public holidays per year
• 5 company-paid sick leave days
• English learning courses.
• Relevant professional education.
• Gym or swimming pool.
• Home Office Setup Assistance: the company offers assistance with purchasing furniture (office chair, office desk, monitor) and other items to create a comfortable workspace.
• Co-working.
• Remote working.
• €50 monthly allowance to cover internet and mobile phone expenses