Customer Support Operations Lead

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Bisly

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Tallinn, Estonia

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About us


Bisly is a technology company on a mission to save our planet by making professional intelligent buildings mainstream, so we save energy and fight climate change through deployment of our patented Cloud based building automation portfolio, consisting both of software systems and hardware products. We have achieved market leader position in our home market and are actively looking to replicate that in our target markets in Germany, UK and Poland.


We are looking for an experienced Customer Support Operations Lead to join our team of dedicated professionals.


Your mission


As the Customer Support Operations Lead at Bisly, you will be responsible for owning the quality, scalability, and day-to-day execution of Customer Support by running the L1 support operation with Forus, leading L2 escalations end-to-end, and building the processes, knowledge base, and feedback loops that reduce time-to-resolution and prevent repeat issues, while ensuring clear, confident communication with customers and partners.


Key Responsibilities


As the Customer Support Operations Lead at Bisly, you will be responsible for:

  • Running and continuously improving our level 1 support operations with external partner (ways of working, SLAs, quality)
  • Owning level 2 escalations end-to-end, coordinating resolution with internal teams and partners
  • Building and maintaining support processes and playbooks (triage, escalation, communication standards)
  • Tracking support performance metrics and driving improvements to speed up resolution and reduce repeat issues
  • Ensuring clear, consistent communication with customers, partners, and internal stakeholders


To succeed in this role, you'll have


  • Strong experience in technical troubleshooting (ideally in building automation / BMS, IOT, HVAC, or similar systems)
  • Confidence in customer communication: setting expectations, de-escalating, and explaining technical topics clearly
  • Proven ability to build and run support processes (triage, escalation paths, SLAs/OLAs, playbooks, qa routines)
  • Experience working with an external support partner/vendor (handoffs, quality control, performance follow-up)
  • A structured approach to problem solving (root cause thinking, documentation, preventing repeat issues)
  • Comfort coordinating across teams and stakeholders (ops, product, engineering, installers/partners)
  • Strong written communication and documentation habits (tickets, runbooks, templates, incident updates)
  • Ownership mindset: you drive cases and improvements through to completion without needing heavy oversight


Why us?


At Bisly, we value talent, innovation,and collaboration. Here’s what you can expect when you join our team:

  • The chance to work on exciting projects and see your ideas come to life;
  • Birthday leave and flexible vacation - your personal 'me time' to relax, explore or spend time with loved ones;
  • Wellness compensation or additional health insurance with Stebby;
  • Competitive compensation package;
  • Supportive work culture, with team-building events and activities.



If you're ready to contribute to a dynamic team and shape the sustainable future, we invite you to apply and be part of our exciting journey!