Опис вакансії
Manage the internal support and moderation platform within the company: develop a vision, roadmap, and priorities, and measure results; work with the backend for support tools (help desk, chat, moderation, QA, reports); Integrate AI for automation; collaborate with other products and lead a team of developers and project managers.
Про компанію
A Ukrainian IT company that develops world-class products: Hily, Taimi, and AdConnect. It has been in business for 7 years, has over 500 employees, and maintains offices in Kyiv, London, and Limassol, as well as a coworking space in Warsaw. In 2025, it ranked 5th among the “50 Best Employers in Ukraine” according to Forbes and won in the “Place for Growth” category. Additional products include AdConnect and Mailkeeper; the Hily and Taimi apps rank among the top 5 dating apps in the U.S., with over 70 million users.
Вимоги
- 2+ years of experience managing a product from concept to completion, with responsibility for outcomes, not just delivery
- Experience with internal, B2B, or operational tools
- Deep understanding of support or moderation operations: queues, SLAs, routing, QA, and the cost per additional click in 24/7 shifts
- Hands-on experience releasing AI or automation features and measuring their impact on quality, not just volume
- Strong prioritization skills and business acumen to balance development costs against impact
- Technical confidence to discuss architecture, trade-offs, and technical debt with engineers on an equal footing
- Clear, structured communication and the ability to lead people without formal authority
- Advanced (C1) level English
- Strong analytical skills to shape the product based on data and make decisions based on it
Обов'язки
- Take full ownership of the internal support and moderation platform: vision, roadmap, priorities, and results
- Manage a single backlog for the help desk, chat, moderation, QA, and reporting tools, and decide what to build and in what order
- Collaborate with other products within the company to jointly release features and improve the experience for millions of users
- Define success metrics for each release (e.g., cost per contact, handling time, suspensions, moderation speed, or accuracy) and validate them post-release
- Work closely with agents, moderators, and team leads to understand their workflows and turn their pain points into product solutions
- Integrate AI to automate routine tasks, improve cost efficiency, and enhance the user experience
- Lead a team of developers and project managers, coordinating efforts toward a common goal
Ми пропонуємо
- Flexible work location: in-office or remote
- modern office space and equipment
- a budget for setting up a home office
- Health insurance in Ukraine or reimbursement for medical services abroad
- Unlimited sick leave pay and 31 days of paid vacation, including public holidays
- Benefits Cafeteria budget
- Additional on-site health and wellness benefits for office employees
- Competitive compensation and regular salary reviews
- Personal budget for education
- English lessons and Speaking Club
- Corporate library and learning platforms
- Career maps, rotation opportunities, and knowledge sharing
- Team-building activities and regular corporate events
- Interest-based communities and online/offline activities
- Support for Ukraine through the Appflame Foundation
- Corporate discounts on various brands and services
- Extensive referral program
Буде плюсом
- Experience with a help desk platform, such as Zendesk, Intercom, Freshdesk, or an in-house solution
- Experience with consumer apps featuring user-generated content
- Experience managing and leading teams
