About Job
Summary
Defence company is seeking a Customer Success & Support Lead in Kyiv to ensure military units receive maximum value and world-class support for their unmanned ground systems. This role involves leading the Customer Success & Support team, managing the customer lifecycle, optimizing processes, and gathering field insights for product improvements. Candidates should have 3+ years of experience in customer success and leadership skills.
Responsibilities
- Lead and develop the Customer Success & Support team, ensuring high-quality communication, structured workflows, and reliable coverage for all units.
- Own the end-to-end customer lifecycle: onboarding, training, adoption monitoring, proactive check-ins, satisfaction tracking, keeping records across all units.
- Manage all support operations, gathering feedback, SLA adherence and structured issue resolution.
- Maintain direct communication with military units, ensuring readiness tracking, and resolving operational challenges.
- Build and optimize internal processes & SOPs for training and support.
- Collect, systematize, and deliver field insights to engineering teams to drive product improvements and increase system reliability.
- Develop and maintain a structured knowledge base (user guides, manuals, FAQ, checklists, video instructions).
- Plan and conduct training programs for operators and instructors, keeping complete training records across brigades.
- Monitor customer satisfaction and operational outcomes.
Requirements
What we Expect
- 3+ years of experience in Customer Success, Customer Support, Account Management.
- Experience leading teams or mentoring colleagues.
- Strong communication and interpersonal skills.
- Excellent organizational and process-building abilities.
- Ability to work in fast-paced, high-uncertainty environments.
- Good English (written and spoken).
- High integrity, responsibility, and emotional resilience.
Professional Skill
Mentoring Resilience Problem Solving Communication Taking Responsibility Interpersonal Skills
Languages
English | Proficient
What we offer
What we Offer
- Dynamic work environment with ambitious challenges
- Opportunity to implement innovative ideas from concept to execution with minimal bureaucracy
- Modern technical equipment
- Professional training and development opportunities, including programs in Germany
- Competitive salary and flexible working hours
- Exemption from mobilization (if required)
About Company
Values
- Build open and honest relationship – we strive to create strong relationships between all our members so that everyone feels comfortable to contribute in every way they can. This allows us to have a diversity of ideas, opinions, and viewpoints that give us a better chance of succeeding and making a positive impact as a company.
- Be Creative and Open-Minded – it’s important to take risks and embrace your creativity. You may end up making mistakes, but if you don’t make any mistakes, that only means that you haven’t taken any risks. We don’t want to be complacent – we want to aim for more.
- Always grow and learn – we believe that everyone should be constantly trying to grow from a personal and professional standpoint. By pushing our employees to unlock their full potential, we’ll help them achieve a greater level of fulfillment.
- Do More with Less – by doing more with less, we mean that there’s always room for improvements and often for improvement is not much needed.
- Treat others the same way you want to be treated – we’ve learning to take nothing for granted. It’s important to stay humble, carry ourselves with quiet confidence, and treat others the same way that we want to be treated.
Achievements
We have our own Tech networking - Svoї in Tech (https://www.facebook.com/svoiintech/)