Customer Support Operations Manager

appflame — a Ukrainian IT company building world-class products: Hily, Taimi, AdConnect. Who we are today: 7 years on the market, 500+ employees, offices in Kyiv, London, and Limassol, plus a coworking space in Warsaw. In 2025, appflame ranked 5th among Ukraine's 50 best employers according to Forbes and won in the "Place for Growth" category. Our apps Hily and Taimi are among the Top 5 dating apps in the U.S ., with over 70 million users. AdConnect and Mailkeeper build and scale our own B2B and B2C solutions. Our mission: Flame up the world with Ukrainian products. Our goals: Reach the top 5 product companies in the world. Become a unicorn — and turn Ukraine into a country where unicorns are born and thrive. We're looking for daring, ambitious, and "a little crazy" people — those who love building real products and dream of launching cool startups. You have the ambition; we have the conditions to make it happen. Your project: Taimi . It is an inclusive LGBTQ+ dating app. It is carefully designed to explore users’ diverse romantic and sexual preferences. The app ranks among the Top 5 dating apps in the U.S. by downloads and has partnerships with Doja Cat, Katy Perry, Lil Nas X, Netflix, The Ellen Show, Rolling Stone Magazine, and more. Taimi today: 31M users, 1,5M MAU, 84M+ matches annually. You will: Manage a team of up to 15 customer support agents: 1:1s, PDGs, goal-setting and regular feedback. Run quality control for agents and deliver feedback. Run quality control for support bots together with the automation manager. Drive quality improvements across the team, from evaluation criteria to training. Calculate monthly bonuses for the team. Oversee the schedule with the scheduler to make sure every shift is covered. Work support shifts for about 10 hours a week. Report bugs to the product team within 24 hours. Keep the knowledge base up to date. We'll have a match if you: Have 4+ years of experience in customer support or customer success, including 3+ years in a Customer Support role and 1+ year in a quality control, lead or related role. Speak English at a B2–C1 level. Have hands-on experience with AI tools, including writing prompts. Have worked with Zendesk, Jira, Confluence, Slack and presentation tools. Communicate well: you give constructive feedback and can handle difficult conversations. Pay attention to detail and can still see the bigger picture. Are tolerant, empathetic and flexible with people and with change. Will be an advantage: Team management experience, especially with multinational teams. Knowledge of the LGBTQ+ community. Experience with Metabase. What we offer: Work Choose where you work best. Join our modern office with all the office benefits, or work remotely with modern equipment and a budget to set up your home workspace. Health & Wellbeing Medical insurance in Ukraine or healthcare compensation abroad. Unlimited paid sick leave and 31 paid vacation days, including public holidays. Benefits Cafeteria budget. Additional on-site health and wellness benefits for office-based teammates. Learning & Growth Competitive compensation and regular salary reviews. Personal Learning Budget. English lessons and Speaking Club. Corporate library and learning platforms. Career Maps, rotation opportunities, and knowledge-sharing. Community Team buildings and regular corporate events. Interest-based communities. Online and offline team activities. appflame Foundation Since the beginning of the full-scale invasion, appflame Foundation has supported Ukraine and our military teammates. Extra Perks Corporate discounts across a wide range of brands and services. Really fiery referral bonus program. Why appflame? Build Ukrainian products that compete with the best players on the global market. Bring your own ideas to life instead of being a cog in the system. Direct contact with Snapchat, Facebook, Google, and Apple, and access to their best practices. Work with a global market and a massive audience. A team of like-minded people focused on results. Well-established processes and real opportunities to grow within the company. Transparent evaluation based on personal performance indicators. Join our team — it's going to be hotter than you can imagine. We are against all types of discrimination, bullying, and stereotypes. We provide equal employment opportunities regardless of race, skin color, religion, gender, sexual orientation, gender identity, age, marital status, health status or any other characteristics.