Support Agent (AI & Automation)

Support Agent (AI & Automation) We’re looking for a Support Agent at Headway Inc. Work with complex user cases, improve processes, and help build scalable AI-powered support while influencing product decisions 🚀 Headway Inc is a global tech company, revolutionizing lifelong learning by creating digital products for over 150 million users worldwide. Our mission is to help people grow. We’re proud to be ranked 4th among the World’s Top EdTech Сompanies by TIME magazine. We believe lifelong learning should be accessible, personalized, and impactful to each individual. That’s how we change the world and why we bring together exceptional minds. The core of our achievements is our team. We believe in people and shared values SELECT . That’s why, together with Olha Saifutdynova , Support Team Lead at Headway Inc, we’re looking for a Support Agent to join our team of superstars transforming the EdTech industry. What product will you be working on? You’ll be working with one of Headway Inc’s products, contributing to a seamless user experience by connecting user needs with product improvements. Why this is exciting: An opportunity to redefine support: shifting from manual work to scalable, AI-powered systems. A high-ownership environment where your ideas influence processes and decisions. A team that values proactivity, systemic thinking, and openness to feedback. Space to experiment, optimize, and build solutions instead of repeating routines. What you’ll do: Handle complex user cases that require empathy and deep product understanding rather than templated responses. Work in synergy with AI tools: monitor response quality and continuously improve automation. Audit and improve support processes: identify inefficiencies and initiate scalable solutions. Act as a bridge between users and the product team by surfacing insights and recurring issues. Proactively detect anomalies or spikes in user requests and help mitigate risks early. You’ll be a great fit if you: Understand that support is not just communication, but a key business function. Have strong analytical and systemic thinking skills. Take ownership and proactively initiate improvements. Are comfortable working with data, forming hypotheses, and making data-informed decisions. Are open to feedback and not afraid to challenge the status quo (constructive rebellion). Have some experience in support or related fields (years of experience are less important than mindset). Communicate confidently in English (Upper-Intermediate and higher). Prefer automating repetitive work rather than doing it manually. What do we offer: Work within an ambitious team on a socially impactful education product. An office with a reliable shelter, generators, satellite internet, and other amenities. Access to our corporate knowledge base and professional communities. Personal development plan. Compensation for English language learning, external training, and courses. Medical insurance and full sick leave compensation. Sports activities: running, yoga, boxing, and more. Corporate holidays: we go on a week-paid holiday to rest and recharge twice a year. Supporting initiatives that help Ukraine. Find out more about our projects here . Working schedule This is a full-time position with a hybrid remote option. It means that you can decide for yourself: whether you want to work from the office, remotely, or combine these options. Department Support Team Locations Kyiv, Lviv, Madrid, Remote, Warsaw Remote status Hybrid Приєднуйся до команди цікавих людей, які створюють продукти №1 у світі, літають на парапланах, діджеять, багато читають та постійно розвиваються. Тестуй власні ідеї та не бійся помилятися, адже наш девіз fail fast — learn faster. Бери участь у книжкових клубах, командних воркшопах, професійних ком’юніті. Працюй в атмосфері менторства, взаємопідтримки та емпатії, де думку кожного чують.