[Hiring] Product Support Lead @Sumsub

Role Description

We're looking for a Product Support Lead for Sumsub ID . You'll sit at the intersection of Product and Support and own the end-to-end user support journey. Your job is to understand where users get confused, blocked, or frustrated, and to make sure they can resolve issues as easily as possible. You'll also make sure the Support organisation is ready to help when self-service is not enough.

This is a senior role in the Support organisation. You'll report to the Head of QA Support and work day to day with the Head of Reusable Identity, who sets the role's priorities. You'll own the Sumsub ID support experience end to end, and you'll need the judgement to know when our existing processes serve consumers well and when something new is needed.

The Sumsub ID user experience relies heavily on AI-powered support and self-service. The goal is market-leading consumer support. That means high CSAT, most routine contacts resolved instantly by AI with quality we can evidence, great help center, and contact rate per account falling as the base grows.

What You Will Be Doing:

• 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.
• 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.
• Make sure every meaningful product launch or change is support-ready.
• 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.
• Maintain product-specific support scenarios and ensure complex or sensitive cases reach the right team quickly.
• Partner with Support Operations, Knowledge Management, Training, AI/Automation, and Support Delivery teams to implement improvements.
• Define targets for and report on the Sumsub ID support experience to Product and Support leadership.

Qualifications

• 5+ years in product support, support operations, or CX in a technology company, including a consumer or B2B2C product at scale.
• Strong product mindset and the ability to look at support interactions as signals of problems in the broader user journey.
• Hands-on experience specifying, testing and improving AI support flows or chatbots (Intercom preferred).
• Able to pull and analyse support and product data yourself (SQL or equivalent) and build a defensible argument from it.
• Experience creating or maintaining customer-facing help content, troubleshooting guides, or support flows.
• Able to learn complex product behaviour and explain it clearly to both users and internal teams.
• Comfortable working across Product, Design, Engineering, and Support.
• Strong written English and attention to detail.

Requirements

• Exposure to identity verification, fintech, privacy, or another regulated environment.
• Experience with GDPR-related user journeys or support scenarios.
• Familiarity with APIs, analytics tools, or lightweight scripting.
• Conversation design or support content design background.

Benefits

• Remote-first, trust-based culture.
• True flexibility with working hours.
• Extra time off, including your birthday as a holiday.
• Work that matters with a real impact on how people experience trust online.
• Fair and transparent pay, benchmarked to the market.
• Truly global team with diverse perspectives.
• Growth built in with clear goals and personal development plans.
• Celebrating your big moments with financial bonuses for marriage and welcoming a new baby.
• Team offsites for collaboration and recharge.
• Access to the tools and hardware you need to do your work well.
• A friendly and inclusive work environment.

Company Description

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 various sectors, including financial services, crypto, mobility, trading, marketplaces, education, and iGaming.