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Location
Ukraine/Remote
Direction
IT
Experience
5+ years
Department
Development
Uklon is a product IT company which develops a leading ride-hailing service. Daily, Uklon expert team pumps up one of the largest infrastructures on the market of Ukraine and abroad ensuring the interaction between drivers and riders.
We create a high-load product with ambitious technological challenges, latest innovations and non-trivial moves behind. Our work framework is to test new hypotheses, push our ideas using the latest tech stack.
Let’s drive the industry together!
Join us as a Product Support Lead
Hiring process
Complete only one stage of the interview up to 2 hours (acquaintance + technical interview)
In case you have any questions, feel free to contact our recruiter directly or via email at au.moc.nolku%40yilamah.aisatsana - we’re here to help!
What our offer includes specifically for this role
to lead a team of experts that influences the quality of all Uklon products in all countries of expansion
modern approaches to building processes
the opportunity to improve your skillset in working with the Uklon community of experts
grow together with a leading technology company that is a national leader in the field of ride-hailing services and competes with global giants on equal footing
regular performance & salary review
a company culture where everyone is important and valuable and has an impact on the processes
How exactly you can influence the developmentof the Company:
● manage the support team and processes● develop and implement best practices for support case management● develop and implement product support strategies● ensure the prioritisation and escalation of requests● collaborate with product teams and Customer Care to improve the product based on support● ensure customer centricity in handling requests● analyse support metrics and identify trends to improve processes● develop, improve and maintain team metrics● plan and organise the effective work of the department● be responsible for the distribution of the team's workload● ensure the required level of qualification and motivation of the team● monitor the compliance of engineers with the procedures, policies and processes agreed in the company
Challenges for six months:
● confident knowledge of all related processes of the company● implementation of the developed strategy in accordance with the implementation plan● positive feedback on 360 results from the team and managers of related teams● suggestions for changes aimed at improving efficiency
To achieve the results, you will need:
● at least 3 years of experience in managing engineering support teams and 5+ years of experience in support● experience in managing teams of 10+ specialists● knowledge and practical experience in incident management, escalations and SLAs● experience in team scaling/transformation● experience in creating and implementing new processes and procedures● experience with monitoring and alerting tools● experience with DevOps, CI/CD will be an advantage
How do you manage your working hours?
● You determine a convenient time for yourself; However, in order to be efficient, we have business hours from 11:00 a.m. to 04:00 p.m.● 20 days off for personal needs and 10 days off due to illness (with remuneration)● day off on your birthday as a gift from the Company● day off for blood donation
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If you have any questions, feel free to reach out to us at au.moc.nolku%40sboj
© 2025 UKLON LTD
All rights Reserved
If you have any questions, feel free to reach out to us at au.moc.nolku%40sboj
© 2025 UKLON LTD
All rights Reserved