About
Sumsub provides AI-powered trust infrastructure for compliance operations, connecting identity and business verification, fraud prevention, transaction monitoring, and risk workflows. Its consumer-facing Sumsub ID product offers reusable identity services.
Responsibilities
•Understand the end-to-end Sumsub ID user journey and identify where users need help, experience confusion, 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 do not fit a consumer product, and drive the necessary changes
•Review support conversations, contact reasons, user feedback, and product data to identify recurring pain points and opportunities to improve the user journey
•Work with Product and Design to turn support insights into product improvements and reduce avoidable contacts
•Ensure every meaningful product launch or change is support-ready by clarifying user scenarios, updating help content, defining support flows, and preparing the wider Support team
•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 by specifying, testing, and evaluating flows with the AI/Automation team, and deciding where automation ends and human support begins
•Maintain product-specific support scenarios and ensure complex or sensitive cases, including GDPR-related requests, 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, including contact rate, CSAT, resolution quality, escalation rate, and self-service success
Requirements
•5+ years in product support, support operations, or CX in a technology company, including a consumer or B2B2C product at scale
•Experience owning processes and metrics, not just handling tickets
•Strong product mindset and ability to identify broader user journey problems through support interactions
•Hands-on experience specifying, testing, and improving AI support flows or chatbots
•Ability to analyse support and product data using SQL or equivalent and build a defensible argument from it
•Experience creating or maintaining customer-facing help content, troubleshooting guides, or support flows
•Ability to learn complex product behaviour and explain it clearly to users and internal teams
•Comfortable working across Product, Design, Engineering, and Support, and driving change without formal authority
•Strong written English (C2/Native level) and attention to detail
Nice to have
•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
Conditions
•Work hours are flexible, with no fixed 9-to-5 schedule, as long as the day stays productive and in sync with the team
•Birthday holiday, 10 personal days per year, seven sick days without paperwork, and extra time off around Christmas and New Year
•Role-specific events are covered, with learning opportunities and personal development plans
•Financial bonuses for marriage and welcoming a new baby
•Team offsite trips are fully covered
•Tools and hardware needed for the role are provided
•Compensation is based on work location and local market conditions; the applicable compensation information will be shared in writing during recruitment
