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 financial services, crypto, mobility, trading, marketplaces, education, and iGaming, including Bybit, Bitpanda, Wirex, Avis, Vodafone, Duolingo, Kaizen Gaming, and Bancaribe.
Sumsub ID is our consumer-facing reusable identity product, with 15M+ accounts and growing. Sumsub ID users are consumers, and they expect a support experience on par with the best consumer brands. Our support organisation was built for B2B clients. Delivering that consumer standard will sometimes mean using our existing support system as it is, and sometimes mean changing it.
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. Adapt what exists where possible, and make the case for something new where it isn't.
•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. That means user scenarios are understood, help content is updated, support flows are clear, and the wider Support team knows how to handle new cases.
•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. Specify, test and evaluate flows with the AI/Automation team, and decide 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, building on existing processes and tooling where they fit.
•Define targets for and report on the Sumsub ID support experience to Product and Support leadership. Key measures include contact rate, CSAT, resolution quality, escalation rate, and self-service success.
About You:
•5+ years in product support, support operations, or CX in a technology company, including a consumer or B2B2C product at scale. You've owned processes and metrics, not just handled tickets.
•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, and able to drive change without relying on formal authority.
•Strong written English and attention to detail. Much of this role is producing the words users see when they need help.
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.
What We Offer:
•Remote-first, trust-based culture. Work from the place that works best for you. No mandatory office days, no attendance trackers. In some locations, offices or coworking spaces are provided, but the choice is yours.
•True flexibility. No fixed 9-to-5 schedule; working hours can be adjusted as long as the day stays productive and in sync with the team.
•Extra time off. Your birthday is a holiday, plus 10 personal days each year, seven sick days without paperwork, and extra time for Christmas and New Year.
•Work that matters, building a digital world that is secure, accessible and inclusive for everyone.
•Fair and transparent pay, benchmarked to the market.
•Truly global team across continents and time zones.
•Growth built in: clear goals, open feedback, personal development plans, and coverage of role-specific events.
•Financial bonuses for marriage and welcoming a new baby.
•Team offsites, fully covered, a few times a year.
•Tools and hardware provided to do your work well.
•Friendly, human, open and kind culture.
Hiring stages: TA Interview -> Interview with Head of Reusable Identity (Product team) -> Interview with Director of Customer Support/Head of Support QA.
This role is open to candidates in multiple countries, and compensation differs based on the candidate's confirmed work location. For this reason, a single universal salary range is not included in this job posting. The applicable work location will be confirmed early in the recruitment process, and the relevant compensation information for that location will be shared in writing, in line with local requirements.
