Head of Customer Support in ATMOSFERNA ShKOLA, TOV

Atmospheric School is a large-scale educational ecosystem with its own LMS and thousands of students around the world. Our training is interesting, accessible from anywhere in the world and always at a high level.

The company is rapidly scaling, the number of users is growing rapidly, and with it, the scope of our internal processes. We are looking for a Head of Customer Support, who is ready to build support as a logical business process that maintains stability under any load.

What we expect from you:

1. Management experience: you know how to organize a team, implement KPIs and keep a clear focus on priorities.

2. Technical expertise: you have an analytical mindset and the ability to dive deep into complex cases at the interface of product and technical support.

3. Communications: able to be a "translator" between tech. specialists and users, as well as reasonedly defend the decision to the business.

It will be a plus: knowledge of PostgreSQL at the level of writing and reading queries for data diagnostics.

What you will do:

1. Team management: coordination of support work, formation of structure, training of employees and continuous optimization of internal processes (SLA, quality control).

2. Incident resolution: in-depth diagnosis and systematic elimination of complex technical errors in LMS operation together with the technical team.

3. Interaction with Dev & Data: Work closely with developers and analysts to improve the product based on real user requests and pain points.

What we offer:

• Real impact on the development of EdTech in Ukraine and abroad.
• Transparent and timely payment, bonuses and individual conditions depending on experience and expertise.
• Hybrid work format: The first time is in the office for full immersion, later - the opportunity to work remotely for up to 2 days per week.
• Comfortable and modern office in Kurenivsky Park (Kyiv, 134a Kyrylivska St.) with underground parking (can be used as a security shelter).
• Stable schedule: Mon-Fri, 9:00 a.m.–6:00 p.m. with an hour for lunch.
• Possibility of moving working days upon agreement (work on a day off).
• Extra day off on birthdays and important life events (wedding, birth of a child).
• A team that values courage and resultst.
• The possibility of allocating up to three hours a week for self-education (courses, books, webinars).
• Corporate laptop, mobile communication and a comfortable workplace.
• Discount for your child's education at the "Atmospheric School" (after a year of working in a team).
• Events and team buildings for exchange ideas and rebooting among like-minded people.

How is the selection process:

1. Feedback: resume and video visit
2. Technical interview: we analyze your experience, real cases and hard skills.
3. Final meeting: we get to know the team, discuss strategy and shared values.

Ready to turn chaos into a perfect system? Send a resume and a short video business card (1.5 min) where you tell about yourself:

Introduction - your name, profession and key stages of experience
Motivation - why you chose "Atmospheric School"
Distance education - what you like about the online format and its benefits
Your superpower is strengths that help you achieve results

Upload the video to Google Drive or YouTube with open access via the link,only the team can see it hiring.

We will contact candidates whose experience matches the requirements of the position. We will save other resumes for future opportunities.