Customer Care Lead / Customer Support Lead

Toggle is a product company building eSIM and VPN solutions for global connectivity across all major platforms, including mobile, desktop, and TV. Role Overview

Lead and develop the Customer Care function. The role combines hands-on operational involvement with building scalable support processes, team management, performance measurement and continuous improvement of customer experience. The person will manage the existing support team, analyze current workflows and workload, identify bottlenecks, introduce clear processes and KPIs, and prepare the function for further scaling.

Direct Manager: CTO

Location: Minsk

Format of work: full-time role with flexible start times and a hybrid setup (4 days in the office, 1 remote)

Responsibilities

• audit current Customer Care processes and Zendesk workflows;
• structure and document ticket handling processes, escalation rules and ownership areas;
• analyze support workload, ticket volumes and capacity of the existing team;
• define required team capacity and hiring needs based on workload and expected business growth;
• introduce and maintain key support metrics and reporting;
• build a transparent employee performance and quality evaluation system;
• establish QA processes: ticket reviews, feedback, coaching and development plans;
• identify recurring customer issues and organize them into actionable categories;
• improve Zendesk setup, routing, macros, templates and automation together with relevant teams;
• handle and coordinate complex/escalated customer cases;
• build a knowledge base and standard operating procedures for recurring cases;
• establish regular communication between Customer Care and Product/Engineering/Operations;
• turn support insights into structured feedback for product improvements;
• gradually take ownership of Customer Care hiring, onboarding and team development.

What We Expect from You

Hard Skills:

• 3+ years of experience managing or leading a Customer Support / Customer Care team;
• strong understanding of support operations and customer service processes;
• hands-on experience with Zendesk or similar ticketing systems;
• experience working with support metrics: First Response Time, Resolution Time, SLA, CSAT, backlog, reopen rate, tickets per agent, etc;
• ability to analyze workload and plan team capacity;
• experience introducing QA/performance evaluation processes;
• english level B2+.

Nice to have:

• experience in telecom / eSIM / travel-tech / fintech or another 24/7 customer-facing digital product;
• experience scaling a support team;
• zendesk automation and reporting experience;
• experience creating a knowledge base / Help Center;
• experience working with Product and Engineering teams and converting support insights into product improvements;
• experience implementing AI/chatbot/self-service support solutions.

Soft skills:

• strong analytical and process-oriented mindset;
• ability to turn poorly structured operational workflows into clear and scalable processes;
• strong communication and people-management skills;
• comfortable being hands-on rather than managing only from a distance.

Perks

• official employment and a competitive salary;

• paid vacation+5 personal days per year;

• support for growth: we cover professional courses, books, and conferences;

• private health insurance (including dental coverage);

• internal English classes;

• fast skill growth in a startup-paced environment;

• a culture of openness, respect, and honest feedback;

• minimal bureaucracy - maximum impact and momentum.

Ссылка на вакансию в банке вакансий на gsz.gov.⁣by:

*вакансия, планируемая к открытию (перспективная)