ВеликобританияSumsub
Sumsub ID Support Lead
1 нед. назад
ВеликобританияSeniorRemoteC2
ai supportchatbotintercomsqlautomationproduct support
Sumsub is an AI-powered trust infrastructure platform specializing in identity verification and compliance, seeking a Senior Product Support Lead to own the end-to-end user support journey for Sumsub ID. The role emphasizes improving user experience, leveraging AI support, and collaborating across teams to drive product and support enhancements.
About the company
- Sumsub is the first AI-powered trust infrastructure for compliance operations at scale.
- It connects identity and business verification, fraud prevention, transaction monitoring, and risk workflows, helping teams reduce manual work and enter new markets.
- Trusted by over 4,000 clients across financial services, crypto, mobility, trading, marketplaces, education, and iGaming, including Bybit, Bitpanda, Wirex, Avis, Vodafone, Duolingo, Kaizen Gaming, and Bancaribe.
About the product
- Sumsub ID is our consumer-facing reusable identity product, with 15M+ accounts and growing.
- Sumsub ID users are consumers, and they expect a support experience on par with the best consumer brands.
- The Sumsub ID user experience relies heavily on AI-powered support and self-service.
- The goal is market-leading consumer support, including high CSAT, AI-resolved routine contacts, great help center, and decreasing contact rate per account as the user base grows.
Responsibilities
- Understand the end-to-end Sumsub ID user journey and identify where users are likely to need help, get confused, or encounter friction.
- Own the Sumsub ID support experience as part of the product, including error recovery flows, help content, and AI and human support interactions.
- Identify where shared Support processes, SLAs and escalation paths don't fit a consumer product, and drive the changes needed.
- Adapt existing processes where possible and advocate for new solutions when existing ones are inadequate.
- Regularly review support conversations, contact reasons, user feedback, and product data to identify recurring pain points and opportunities to improve the user journey.
- Work closely with Product and Design to turn support insights into product improvements and reduce avoidable contacts over time.
- Ensure every meaningful product launch or change is support-ready, including updated help content and clear support flows for the wider Support team.
- Own Sumsub ID support content, including help centre articles, chatbot guidance, troubleshooting materials, and internal documentation.
- Own the quality of Sumsub ID's AI support; specify, test and evaluate flows with the AI/Automation team and determine boundaries between automation and human support.
- Maintain product-specific support scenarios and ensure complex or sensitive cases, including GDPR-related requests, reach the right team quickly.
- Partner with Support Operations, Knowledge Management, Training, AI/Automation, and Support Delivery teams to implement improvements, building on existing processes and tooling where they fit.
- Define targets for and report on the Sumsub ID support experience to Product and Support leadership, including contact rate, CSAT, resolution quality, escalation rate, and self-service success.
Requirements
- 5+ years in product support, support operations, or CX in a technology company, including a consumer or B2B2C product at scale.
- Ownership of processes and metrics, not just handling tickets.
- Strong product mindset and ability to view support interactions as signals of broader user journey issues.
- Hands-on experience specifying, testing and improving AI support flows or chatbots (Intercom preferred).
- Ability to pull and analyse support and product data (SQL or equivalent) and build defensible arguments.
- Experience creating or maintaining customer-facing help content, troubleshooting guides, or support flows.
- Able to learn complex product behavior and explain it clearly to users and internal teams.
- Comfortable working across Product, Design, Engineering, and Support, and able to drive change without formal authority.
- Strong written English (C2/Native level) and attention to detail, producing the words users see when they need help.
Nice to have
- Exposure to identity verification, fintech, privacy, or regulated environments.
- Experience with GDPR-related user journeys or support scenarios.
- Familiarity with APIs, analytics tools, or lightweight scripting.
- Conversation design or support content design background.
Conditions
- Remote-first, trust-based culture allowing work from any location.
- No mandatory office days or attendance trackers, with optional coworking spaces in some locations.
- Flexible work hours, not fixed to a 9-to-5 schedule, with the need to stay productive and in sync with the team.
- Extra time off including birthday holiday, 10 personal days per year, seven sick days without paperwork, plus time off for Christmas and New Year.
- Work that matters with a mission to build a secure, accessible and inclusive digital world, impacting fraud prevention and online service usability.