Product Support Lead - AI-Powered Identity Experience

Sumsub; United States; Remote; USD 120,000 - 160,000; Full time

Benefits offered by this job

Remote-first culture

Flexible hours

Extra personal time off (birthday)

Job summary

Sumsub seeks a Product Support Lead for Sumsub ID to own the end-to-end user support journey and align Product with Support. You will drive AI and human support interactions, update help content, and ensure smooth launches with support readiness.

You will work with the Head of QA Support and the Head of Reusable Identity, shaping a market-leading consumer support experience across global teams and customers.

Qualifications

• 5+ years in product support, support operations, or CX in a technology company, including a consumer or B2B2C product at scale.
• Strong product mindset and the ability to view support interactions as signals of problems in the user journey.
• Hands-on experience specifying, testing and improving AI support flows or chatbots (Intercom preferred).
• Ability to pull and analyse support and product data (SQL or equivalent).
• Experience creating or maintaining customer-facing help content and support flows.

Responsibilities

• Understand the end-to-end Sumsub ID user journey and identify where users need help 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.
• Review support conversations, contact reasons, user feedback, and product data to identify recurring pain points.
• Collaborate with Product and Design to turn insights into product improvements and reduce avoidable contacts.
• Ensure every product launch is support-ready with updated help content and clear support flows.

Skills

Product support

SQL

AI support flows

Intercom

Written English

Tools

Intercom

Job description

Sumsub seeks a Product Support Lead for Sumsub ID to own the end-to-end user support journey and align Product with Support. You will drive AI and human support interactions, update help content, and ensure smooth launches with support readiness.

You will work with the Head of QA Support and the Head of Reusable Identity, shaping a market-leading consumer support experience across global teams and customers.