product support for Sumsub ID

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.

• 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

• 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
• Будет плюсом: 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

• 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