Customer Support Team Lead

Required work experience: 3-6 years

Full-time, remote work

Who we are:

А product IT company that is launching an innovative product in the education sector, currently presented as a content monetization platform integrated into the social network Sociala.com.

Who we need:

A proactive and responsible Customer Support Lead who is ready to take on the management of customer support processes, actively grow the team, and create materials for the knowledge base. In this role, you will play a key role in building the support system from scratch and shaping its future.

Your Responsibilities:

• Build and Lead a Customer Support Team: Initiate recruitment, training, and role distribution to establish a high-performing team.

• Incident Management: Oversee the resolution of issues reported by internal departments, ensuring timely and effective solutions.

• Service Standards Development: Create and implement service standards, incident response protocols, and escalation procedures to maintain high-quality support.

• Cross-Team Communication: Maintain seamless communication with both technical and non-technical teams to ensure clarity on issues and resolution timelines.

• Performance Monitoring: Develop and implement systems to track platform performance and incidents, ensuring responsiveness to user needs.

• Continuous Improvement: Analyze incidents to identify opportunities for enhancing platform performance and user experience through collaboration with other departments.

• Support Channel Coordination: Organize the overall customer support service across communication channels (email, chatbot, etc.) to ensure comprehensive coverage.

• Customer Satisfaction Strategies: Establish strategies to improve customer satisfaction, retention, and growth aligned with our 2025 business objectives.

• Track Customer Inquiries: Set up systems to effectively manage and analyze customer inquiries.

• Collaborative Problem-Solving: Work with other departments to address technical issues and enhance product features.

• Training Material Development: Create training materials and resources for the support team and users, including FAQs and knowledge base articles.

What We Appreciate:

• Attention to detail and a commitment to excellence.

• Strong communication and interpersonal skills.

• Analytical mindset to drive performance improvements.

• Effective problem-solving abilities.

• Proactive self-organization and initiative.

Requirements:

• Minimum of 1 year experience as a Customer Support Lead or in a similar role.

• Proficiency in English at a C1 level.

• Expertise in analyzing performance metrics and identifying trends for improvement.

• Capacity to adapt to changing circumstances and resolve complex challenges effectively.

• Familiarity with support systems and experience in process building.

• Strong people management skills, with an ability to motivate and guide a team.

• Conflict resolution capabilities within the team and adeptness at providing solutions to difficult situations.

Our Goals for 2025:

• Deliver seamless support.

• Empower user self-service capabilities.

• Minimize ticket submissions with maximum automation

Would be a plus:

  Salary expectations mentioned in the cover letter;

What we offer:

•   High salary based on the results of the interview and your professional level;

•   Timely payment in foreign currency;

•   Total compensation for total contribution system;

•   Support for initiatives and professional development;

•   Payment for educational courses and certifications;

•   Working on a socially significant project;

•   Opportunity to directly influence the project, its development, and optimization;

•   Open culture and a team that fosters continuous growth;

•   Space for fulfilling professional ambitions and career growth;

•   Opportunity to realize your management ambitions and ideas;

•   No bureaucracy and a startup spirit;

•   Working in the international market;

•   Annual bonuses for effective work and results.

Stages of the process:

•   We will contact you to schedule a convenient time for an interview;

•   During the interview with HR, we will discuss your goals and experience;

•   In an interview with your future manager, we will discuss tasks and priorities and explain how the workflow is organized;

•   During the interview with the hiring ambassador, we will see how aligned we are in terms of values;

•   We will request references from your previous employers;

•   We will send an offer.