Customer Support Team Lead (Headway)

Headway Inc is a global tech company, revolutionizing lifelong learning by creating digital products for over 150 million users worldwide. Our mission is to help people grow. We’re proud to be ranked 4th among the World’s Top EdTech Сompanies by TIME magazine. We believe lifelong learning should be accessible, personalized, and impactful to each individual. That’s how we change the world and why we bring together exceptional minds.

The core of our achievements is our team. We believe in people and shared values SELECT. That’s why, together with Alona Sharai, Head of Support at Headway Inc, we’re looking for a Support Team Lead to join our team of superstars transforming the EdTech industry.

You’ll be working with one of Headway Inc’s products, contributing to a seamless user experience by connecting user needs with product improvements.

• High Autonomy: You won’t be micro-managed. You are the owner of your domain.
• Scale: Your decisions will impact the experience of millions of users globally.
• Transformation: You are joining at a pivotal moment when we are redefining what “support” means through AI and high-level strategy.

• →Lead and mentor a team of 10+ agents, managing schedules, performance metrics, and daily workflows.
• →Raise the bar. You will hire, onboard, and coach agents, turning potential into high-level performance.
• →Work closely with the Head of Support to translate business goals into actionable team roadmaps.
• →Take part in the transition from manual support to AI-powered systems, ensuring that automation enhances rather than replaces the human touch.

• Have 2+ years of team leadership experience managing 5 or more direct reports, preferably in a product-driven IT company or a fast-paced service business.
• Have a solid understanding of how Support operations work.
• Are comfortable working with analytics tools (e.g. Zendesk Explore, Tableau, or Excel pivot tables) — you make decisions based on data, not gut feeling.
• Have experience with shift scheduling, workload forecasting, and monitoring real-time metrics (SLA, AHT, CSAT).
• Have hands-on experience designing and implementing processes from scratch.
• Communicate confidently in English at an Upper-Intermediate level or above.
• Default to automation when facing repetitive tasks rather than doing them manually.

This is a full-time position with a hybrid remote option. It means that you can decide for yourself: whether you want to work from the office, remotely, or combine these options.