[Hiring] Customer Support Operations Manager @appflame

Role Description

Your project: Taimi. It is an inclusive LGBTQ+ dating app, carefully designed to explore users’ diverse romantic and sexual preferences. The app ranks among the Top 5 dating apps in the U.S. by downloads and has partnerships with Doja Cat, Katy Perry, Lil Nas X, Netflix, The Ellen Show, Rolling Stone Magazine, and more. Taimi today: 31M users, 1.5M MAU, 84M+ matches annually.

• Manage a team of up to 15 customer support agents: 1:1s, PDGs, goal-setting and regular feedback.
• Run quality control for agents and deliver feedback.
• Run quality control for support bots together with the automation manager.
• Drive quality improvements across the team, from evaluation criteria to training.
• Calculate monthly bonuses for the team.
• Oversee the schedule with the scheduler to make sure every shift is covered.
• Work support shifts for about 10 hours a week.
• Report bugs to the product team within 24 hours.
• Keep the knowledge base up to date.

Qualifications

• 4+ years of experience in customer support or customer success, including 3+ years in a Customer Support role and 1+ year in a quality control, lead or related role.
• Speak English at a B2–C1 level.
• Hands-on experience with AI tools, including writing prompts.
• Experience with Zendesk, Jira, Confluence, Slack and presentation tools.
• Strong communication skills: ability to give constructive feedback and handle difficult conversations.
• Attention to detail while maintaining a broader perspective.
• Tolerant, empathetic, and flexible with people and change.

Requirements

• Team management experience, especially with multinational teams (advantage).
• Knowledge of the LGBTQ+ community (advantage).
• Experience with Metabase (advantage).

Benefits

• Choose where you work best: modern office or remote with equipment budget.
• Medical insurance in Ukraine or healthcare compensation abroad.
• Unlimited paid sick leave and 31 paid vacation days, including public holidays.
• Benefits Cafeteria budget.
• Additional on-site health and wellness benefits for office-based teammates.
• Competitive compensation and regular salary reviews.
• Personal Learning Budget.
• English lessons and Speaking Club.
• Corporate library and learning platforms.
• Career Maps, rotation opportunities, and knowledge-sharing.
• Team buildings and regular corporate events.
• Interest-based communities.
• Online and offline team activities.
• Support for Ukraine and military teammates through appflame Foundation.
• Corporate discounts across a wide range of brands and services.
• Fiery referral bonus program.