Senior individual contributor role sitting between Product and Support, owning the end-to-end support experience for Sumsub ID, a consumer-facing identity product, and reporting to the Head of QA Support.
Map the end-to-end Sumsub ID user journey to find where users get confused, blocked, or frustrated
Own the support experience as part of the product, including error recovery, help content, and AI and human support
Identify where shared Support processes, SLAs, and escalation paths don't suit a consumer product, and drive changes
Regularly review support conversations, contact reasons, feedback, and product data to find recurring pain points
Work with Product and Design to turn support insights into product fixes that reduce avoidable contacts
Make sure major launches are support-ready, with scenarios defined, help content updated, flows in place and the wider team trained
Own help centre articles, chatbot guidance, troubleshooting materials, and internal documentation
Own AI support quality by specifying, testing, and evaluating flows with AI/Automation, and decide where automation hands off to humans
Maintain product-specific support scenarios and route complex or sensitive cases, including GDPR requests, to the right team quickly
Partner with Support Operations, Knowledge Management, Training, AI/Automation, and Support Delivery
Set targets and report on contact rate, CSAT, resolution quality, escalation rate, and self-service success
Requirements
5+ years in product support, support operations, or CX at a technology company, ideally with a consumer or B2B2C product at scale, and experience owning processes and metrics
A strong product mindset that treats support interactions as signals of journey problems
Hands-on experience specifying, testing, or improving AI support flows or chatbots (Intercom preferred)
Ability to pull and analyse support and product data (SQL or equivalent) and build a clear case from it
Experience writing customer-facing help content, troubleshooting guides, or support flows
Ability to learn complex product behaviour and explain it clearly to users and internal teams
Comfort working across Product, Design, Engineering, and Support, and driving change without formal authority
Native or C2-level written English and strong attention to detail
Nice to have: Experience in identity verification, fintech, privacy, or another regulated environment
Nice to have: Experience with GDPR-related user journeys or support scenarios
Nice to have: Familiarity with APIs, analytics tools, or lightweight scripting
Nice to have: A conversation design or support content design background
Done for you
We'll apply to this for you
Denidel's HR team submits and tracks the application on your behalf.
