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