Support Lead

Data Science UA is a service company with strong data science and AI expertise. Our journey began in 2016 with uniting top AI talents and organizing the first Data Science tech conference in Kyiv. Over the past 9 years, we have diligently fostered one of the largest Data Science & AI communities in Europe.

About the role:

We’re looking for a Support Lead to join the innovative blockchain project team.

You’ll bridge users and the product — solving problems fast, spotting patterns, and feeding insights directly to engineering and product teams. You’ll design scalable support processes, automate everything that can be automated, and build a culture of speed, empathy, and excellence around user experience.

This is a hands-on role. In the beginning, you’ll be in the trenches — setting up systems, workflows, and automations, creating internal knowledge bases, and refining responses. Over time, you’ll scale and lead a team, shaping company’s support into a true competitive advantage.

Responsibilities:

- Take ownership of user support across Intercom, Discord, and other social channels

- Build a high-performance support system — with metrics, automation, and clear accountability

- Create and manage automations and bots to handle routine queries at scale

- Design and implement support playbooks for key scenarios (KYC, deposits, withdrawals, bugs, etc.)

- Work closely with engineering, product, and marketing teams to resolve issues

- Maintain and constantly update support documentation and internal knowledge bases

- Serve as the voice of the user — gathering and synthesizing feedback to improve user experience

- Own support SLAs and ensure the fastest, most empathetic user experience possible

Requirements:

- 3+ years in customer support, support operations, or community management

- Proven experience in fast-paced tech, trading, or crypto products

- Strong operational mindset — you love building systems, metrics, and automations

- Proficiency with support tooling (Intercom, Zendesk, Crisp, etc.) and automation tools (Zapier, Make, ChatGPT integrations)

- Hands-on technical curiosity: you enjoy understanding how the product actually works

- Comfort with data — analyzing support patterns, retention signals, and pain points

- High energy, builder mindset, and the drive to make support a strategic advantage

- Excited to learn fast — whether it’s crypto, AI, or prediction markets

- Desire to have skin in the game & make it big

Nice to have:

- Experience supporting crypto, DeFi, or AI-driven products

- Understanding of Web3 wallets, blockchain basics, and trading flows

- Experience setting up AI-powered support bots or LLM-based automation

- Prior startup experience — you thrive in fast, chaotic, high-ownership environments

- GMT or nearby timezone preferred

The company offers:

- Competitive option stock & salary based compensation

- Unlimited PTO

- Global team offsites

- Professional development opportunities

- Hardware (if needed)

- Office in Lisbon