Experienced Customer Support Team Leader – Remote Opportunity to Shape careerzynith's Global Support Operations
At careerzynith, our mission is to revolutionize the world of digital healthcare by providing innovative solutions that empower individuals to take control of their wellbeing. As a global digital healthcare provider with a presence on four continents, customers in 17 time zones, and millions of end users in 187 countries, we're committed to delivering world-class service that combines human expertise with cutting-edge AI tools. We're now seeking an experienced and technically capable Customer Support Team Leader to lead our new chapter and shape the future of our support operations.
About careerzynith
careerzynith is a global digital healthcare provider with a passion for innovation and continuous improvement. Our mission is to elevate the world's wellbeing by providing cutting-edge solutions that empower individuals to take control of their health. We have two products: careerzynith - a SaaS B2B platform used by physiotherapists and their patients, and Champion Health, a wellbeing platform designed to support individuals in achieving their health goals. Our team is comprised of talented individuals from diverse backgrounds, and we're committed to fostering a culture of innovation, collaboration, and excellence.
The Role
We're looking for an experienced and technically capable Customer Support Team Leader to lead our support team and ensure we deliver world-class service to our customers. As a key member of our leadership team, you'll work directly with our Head of Engineering to build, shape, and inspire a high-performing support team. You'll be responsible for owning the end-to-end support operations, including ticket management, escalation handling, and customer experience improvements. You'll also implement and optimize AI-powered tools to automate and streamline workflows, while ensuring a human touch where needed.
Key Responsibilities
* Own the end-to-end support operations, including ticket management, escalation handling, and customer experience improvements.
- Act as the go-to escalation point for complex and sensitive issues.
- Implement and optimize AI-powered tools (like Ada and Help Scout) to automate and streamline workflows, while ensuring a human touch where needed.
- Maintain and expand our knowledge base, working closely with other teams to keep it accurate and helpful.
- Collaborate with Product, Engineering, and Compliance teams to close the feedback loop and ensure customer insights inform product priorities.
- Foster a positive, collaborative team culture with regular check-ins and coaching.
- Lead the recruitment and onboarding of Customer Support team members.
- Establish clear performance metrics and pathways for career development.
Who We're Looking For
* Proven experience leading or managing customer support teams, ideally in a tech, healthcare, or SaaS environment.
- Strong technical acumen: you understand modern support platforms and how to leverage AI in customer service.
- Excellent written and spoken English and Polish (C1+ level).
- Empathetic and decisive leader who knows how to keep a team motivated and aligned.
- Comfortable working in a remote-first, fast-paced environment.
- Data-driven mindset: you know how to track performance and identify opportunities for improvement.
Nice to Have
* Experience supporting healthcare software or working with sensitive data (GDPR, HIPAA).
- Familiarity with Help Scout, Ada, or similar tools.
- Understanding of affiliate programs or working in multi-tenant SaaS environments.
Why Join careerzynith?
You'll have a chance to build something from the ground up: a modern support team, fully integrated with our engineering-driven culture. You'll work in a company that values innovation and continuous improvement – and you'll be empowered to make a real impact. Our team is comprised of talented individuals from diverse backgrounds, and we're committed to fostering a culture of innovation, collaboration, and excellence.
What We Offer
* Experienced team with high engineering standards
- Proper work-life balance
- Remote-first team with flexible working hours
- Async work with as few meetings through the week as possible
- Small, enabled team with no unnecessary corporate overhead
- 20 days of paid PTO
- Team retreats 1-2 times a year
How to Apply
If you're passionate about delivering world-class customer support and shaping the future of careerzynith's support operations, we'd love to hear from you. Please submit your CV, and we'll be in touch to discuss this exciting opportunity further. careerzynith is an equal opportunity employer and values diversity. Employment decisions are made based on qualifications, merit, and business need. Apply for this job