Head of Support L1/L2 27.02.2026 in Darobots

Done is a finance and supply chain management provider that helps SME distributors from Ukraine import finished products from China and Europe.

Our channels: https://finance.done.partners/ and https://www.facebook.com/done.partners

Instagram community of Done people: https://www.instagram.com/done_people_

We are currently looking for a Support Service Manager who will build a system support service function: from processes and work standards to service quality management and contact analytics.

The main goal: to form and develop a single support service that works effectively with customer requests, IT requests and remote support offices.

Functional role:

• Develop and implement a customer support strategy.
• Define support models (L1–L2, in-house / outsource).
• Select and develop user support channels: chat, email, telephone, appeals portal.
• Form SLA, service standards and key service metrics.
• Control key indicators of service: SLA, FRT, ART, Resolution Time.
• Manage the load and capacity of the support team.
• Optimize the processes of processing requests.
• Implement service communication standards.
• Develop and train support teams.
• Create and develop a knowledge base.
• Control NPS indicators to improve the service and product.
• Analyze repeated appeals and system problems, transfer them to the product backlog.

It is important for us:

• Availability of managerial experience in the field of customer or service support for at least 2 years.
• Experience in building a support system as a service function.
• Understanding the principles of service management (knowledge of ITIL / ITSM will be an advantage).
• Ability to manage incidents and problems.
• A systematic approach to building processes and operational efficiency.
• Working with service metrics and KPI-driven management.

We offer:

• Premium-class medical insurance.
• Office or hybrid work format.
• Office at ul. Solomyanska 11.
• Corporate transport from st. metro "Olympiyska", "Universityet" and "Palace of Sport" and parking.
• Possibility of booking employees.
• Hard/soft skills training and training.
• Possibility of purchasing corporateand bonds, receiving projected income and long-term value.
• Discounts for learning English and playing sports.
• Partial compensation for lunches as a basic support for daily comfort.
• Team building and corporate parties - we rest as hard as we work.
• Employee safety is a priority, which is why we have arranged in BC shelter.

How we will move forward: telephone conversation with the recruiter > interview in the office with the CDTO and CIO > Job Offer.

We look forward to meeting you!