Team Lead Customer Support

About Stape

Stape is a fast-growing fintech SaaS startup providing global payout and data automation solutions for digital businesses.

Our mission is to simplify and accelerate international financial operations through secure, scalable, and developer-friendly tools.

We are expanding our B2B technical support team and looking for a Team Lead to build and manage a world-class support organization for enterprise and high-value clients.

Your Mission

To organize and lead an efficient, customer-oriented technical support team that provides premium service to global B2B clients.

Your leadership will ensure that every interaction combines reliability, empathy, and deep technical understanding — helping clients succeed with Stape’s fintech solutions.

Responsibilities

• Lead, mentor, and develop a distributed team of technical support specialists.

• Build and optimize workflows for high-speed, high-quality customer issue resolution.

• Oversee enterprise client support operations across multiple communication channels.

• Manage and improve KPIs (response time, CSAT, SLA compliance).

• Act as an escalation point for complex technical or VIP client cases.

• Collaborate with Product, Engineering, and Account Management teams to improve service and product quality.

• Implement and maintain support infrastructure using Intercom, Sumsub, Telegram, and Microsoft Teams.

• Develop internal knowledge bases and best practices to ensure process consistency and continuous improvement.

Requirements

• Location: Based in Western or Eastern Europe (preferred: Spain, UK, Serbia, Germany).

• Fluent in Russian and English (Upper-Intermediate or higher, written and spoken).

• 3+ years of experience in B2B technical support, ideally in SaaS or fintech.

• Proven experience organizing and managing support operations via Intercom, Sumsub, Telegram, and Teams.

• Previous leadership or coordination experience (team lead, senior engineer, or equivalent).

• Excellent communication, empathy, and analytical thinking skills.

• Ability to manage high-value corporate clients and maintain premium service standards.

• Solid understanding of APIs, integrations, or payment systems (advantageous).

What We Offer

• Opportunity to build and lead a premium support function for a growing global fintech startup.

• Work with cutting-edge SaaS products used by international clients.

• Competitive compensation and performance-based bonuses.

• Fully remote work flexibility across Europe.

• Dynamic, innovative team culture with strong ownership and transparency.

Goals of the Role

• Establish a high-efficiency, customer-satisfaction-driven support system.

• Deliver premium-level service quality aligned with Stape’s global fintech positioning.

• Build and scale a motivated, proactive support team focused on precision, empathy, and continuous improvement.

🚀 Help us deliver world-class support to global businesses.