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Customer Support Team Lead
Responsibilities:
Team Management:
Lead and coordinate the work of a multinational customer support team.
Develop and maintain schedules to ensure 24/7 support coverage.
Perform forecasting and team scheduling to optimize resource allocation and meet support demand.
Ensure strict adherence to deadlines and embrace challenges to drive team success.
Process Optimization:
Optimize internal support processes, including ticket routing and SLA management.
Implement best practices to ensure high efficiency and quality of service.
Automate support processes to enhance efficiency and reduce manual workload.
Reporting and Analysis:
Collect and analyze data on key performance metrics of the support team.
Prepare and present detailed reports to management, identifying areas for improvement.
Quality Control:
Create and implement quality control processes to maintain high standards of service.
Prepare and present reports on the quality of the support team’s performance.
Collaboration with Other Departments:
Establish and maintain effective interaction with the Customer Care team to ensure top-tier support.
Implement joint proactive actions and projects.
Develop and implement processes for gathering user feedback and delivering it to the Customer Care team.
Training and Development: in partnership with L&D specialist
Organize training sessions for the support team
Implement development programs to enhance the skills of employees
Requirements:
Language Skills:
Fluent in Russian (C1) and English (C1)
Experience:
Experience managing/supervising a multinational customer support team
Experience in the fintech industry
Professional Skills:
Proficiency with Intercom, Slack, Jira & Confluence systems.
Excellent leadership and team management skills.
Strong analytical skills and ability to prepare reports.
Ability to optimize processes and implement best practices.
Strong commitment to meeting deadlines and an aptitude for overcoming challenges.
Benefits:
Flexible work schedule
Opportunity to work in an innovative and rapidly growing industry
Supportive and friendly work environment
Opportunities for professional growth and development
This job is closed
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About the company
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