Customer Support Lead

Fast Corporation LTD is an Israeli product tech company with 8 years on the global market. We build digital solutions for Tier-1 English-speaking markets (US, UK, Canada, Australia), and have a support team based in Kyiv.

We are expanding our customer operations and looking for a Senior Customer Support Lead to drive the next evolution of our support function across both B2B and B2C segments.

What you’ll do:

• Own the full customer support function for both B2B and B2C clients.

• Lead, mentor, and scale the existing Kyiv-based B2C support team.

• Design and implement B2B support infrastructure from scratch: processes, SLAs, comms, escalation flows.

• Develop tailored support approaches: automation-driven for B2C; high-value and personalized for B2B.

• Define and act on performance metrics (CSAT, NPS, FRT, Resolution Time, Churn).

• Build scalable self-service tools: knowledge base, tutorials, onboarding flows.

• Collaborate with product and tech teams to feed support insights into development.

• Improve our internal CRM to better support both client types.

• Act as a strategic voice in CX discussions across the company.

• Align support with product, growth, marketing, and business ops teams.

You’re a strong match if you have:

• 5+ years in customer support leadership at product-driven international tech companies.

• Hands-on experience building/scaling B2B support operations.

• Deep understanding of B2B vs B2C support dynamics and best practices.

• Track record of aligning support to LTV, retention, and conversion metrics.

• Experience managing distributed teams and working across time zones.

• Analytical mindset; use of metrics to guide support strategy.

• Excellent English (C1–C2) — written and verbal.

• Familiarity with Tier-1 market standards (US, UK, CA, AU).

• Experience working with or improving internal/custom CRM systems — a plus.

• Strategic thinker, independent executor, collaborative by nature.

Why join us:

• High-impact role – Influence the future of customer operations across global markets.

• Autonomy & ownership – Full trust to build support from the ground up.

• Career growth – Shape strategy, tools, and outcomes in a growing tech company.

• Collaborative culture – Work with senior leaders, product, and tech teams.

• Modern workspace – On-site office in Ra’anana with 9:30–18:30 hours.

• Fair benefits – Competitive salary, 100% paid vacation and sick leave, strong work-life balance.