Technical Support Lead

Why Polar? It's never been easier to build, ship and scale software. But it's never been harder to monetize it. Modern startups look fundamentally different than prior generations: Smaller teams Exponential revenue growth relative to headcount Higher variability in costs (LLMs) requiring more frequent pricing iterations Laser focused on product development and distribution Delegating and automating everything that is boilerplate – be it in their codebase or business operations. Exceptional billing primitives, APIs and SDKs are essential, but delightful integration is not enough. Startups need a billing platform designed for their speed of iteration. Combining billing and analytics in one platform to offer customer- and feature unit economics in real-time. Offering built-in pricing and cost insights, simulations and optimizations while simultaneously handling international compliance, tax management, fraud prevention and more. That's Polar. We're building the next standard for applied AI startups. Join our small, talented and engineering-led team across Europe as we build the infrastructure powering the next generation of software companies. We focus on shipping at high velocity to serve startup founders scale their businesses. Everything else is secondary. Role & responsibilities: What you will do We’re hiring a Technical Support Lead to design, scale and elevate Polar’s support function to provide exceptional support to developers worldwide. You will play a key role in shaping how support operates at Polar - defining what great developer and founder support looks like and building the systems, workflows and guardrails that make it repeatable and scalable. You enjoy working hands-on with developers to resolve support requests and ensure customers succeed with Polar. At the same time, you naturally identify patterns across tickets and translate those insights into better operational systems, processes and tooling that continuously improve how we serve our customers. You will lead Polar’s support function from day one, managing the existing support team while building the systems and standards that allow it to scale. Over time, you will continue growing the team (full-time and part-time) to deliver high-quality support across time zones with clear processes, consistent quality and measurable goals. This role is ideal for someone who enjoys problem-solving, working directly with customers to ensure their success, and building the operational foundations that allow a support function to scale alongside a fast-growing developer platform. You’ll work with the team to: Lead Support Hands-On: Engage directly with developers by responding to support tickets across integrations, billing, payouts and product issues. Maintain a strong feedback loop with engineering and product teams to ensure customer insights translate into product improvements. Scale Our Support Operations: Design and implement workflows, support SLAs, prioritization frameworks, escalation paths and operational processes across engineering, compliance and risk. Build systems that allow support to operate predictably and efficiently as Polar grows. Support Tooling & Automation: Own and evolve the support tooling stack, identifying opportunities for automation and improved workflows that reduce operational load while improving response quality and consistency. Account Reviews: Establish structured and risk-aware processes for reviewing merchant accounts against acceptable use policies, risk thresholds and compliance requirements. Product Feedback Loops: Reproduce issues, file high-quality internal tickets, identify recurring friction points and create structured feedback loops that help engineering and product teams eliminate systemic problems. Developer Community Channels: Engage across GitHub, Discord and other community surfaces to ensure developers receive timely and consistent support across all interaction points. Define Quality & Guardrails: Work with the team to establish the principles, response standards and operational benchmarks that define great support at Polar, and continuously raise the bar as the company scales. Build & Lead the Support Team: Recruit, onboard and manage a distributed team of support agents (full-time and part-time), ensuring consistent support quality, operational efficiency and strong customer outcomes. What we’re looking for Operating Mindset High ownership and strong customer focus. Comfortable operating in a small, fast-moving team where you collaborate across engineering, product, compliance and risk to ensure strong customer outcomes. You take responsibility not only for resolving individual tickets but also for improving the systems and processes that reduce recurring support issues. Technical & Operational Skills Experienced in designing and evolving support operations - including workflows, SLAs, escalation paths and quality standards - to ensure reliable and high-quality customer outcomes as Polar scales. Pro