We are looking for an individual with business acumen and prior leadership experience to join a customer-centric team culture. If you are interested in leading the product support team with the goal of enabling customer success, let’s chat about the role of the​: VP Product Support Ref. no: VPS/11/21/K, Location: Kraków


  • Lead and prioritize the Product Support team’s workload in a scalable and self-organizing way, as well as support the team in everyday activities to ensure a high team’s activities performance and quality management.
  • Define and continually refine the roles and responsibilities within the support and ensure communication across the organization to align on expectations of the support team.
  • Manage training and onboarding for new team members, and update training for existing members.
  • Build and maintain effective, scalable triaging and prioritization policies, procedures, as well as recommend process improvements or changes, as appropriate to optimize efficiency and the customer experience.
  • Be involved in creating, implementing and managing cross-functional processes and communication paths to ensure a customer-centric focus in solving product and product-related issues.
  • Cooperate with other company leaders and teams to collectively meet business goals and growth objectives, as well as the interface between customers and professional services/product/engineering teams.


  • University degree in Computer Science or related field.
  • Minimum of 5 years’ experience in a hands-on application support team.
  • Experience in web development such as HTML, CSS, JavaScript, PHP or similar.
  • Practical use of OOP, SOLID programming principles.
  • Firm grasp of source code management (Git and GitHub, including pull requests and diffs).
  • Familiarity with testing tools (Selenium, Behat, PHPUnit, PHPSpec,…)
  • Extremely analytical, detail-oriented and a highly developed customer-first mindset.
  • Know-how of long-term commercial software projects, including familiarity with development and release processes and workflows.
  • Knowledge of GDPR, DPAs, and other compliance frameworks.
  • Highly developed communication skills and impeccable written communication skills in English.
  • Willingness to travel.

We offer

  • Interesting projects with the possibility of utilizing own ideas and solutions.
  • A possibility of language and technical courses, because why not challenge yourself and learn something new?
  • Place in an ambitious team with a collaborative atmosphere.

Hello! I’m Karolina and I am responsible for this recruitment process. If you have any questions, please feel free to reach out. I will be happy to meet you.

Contact details: Karolina Łojko, karolina.lojko@hrcontact.co, +48 786 955 636



CAZ: 11828

HR Contact