Customer Support Team Lead (offline)

What You'll Be Doing:
Manage an international team of support agents:
Monitor team performance and prepare feedback;
Control the quality of support responses and moderation;
Send regular updates to the team on new features, splits and other updates in the app;
Participate in app development:
Analyze user issues and concerns;
Collect user feedback on the product and feature rollouts;
Investigate user issues and work closely with the Development team to resolve them;
Communicate with customers on complex issues and handle any major incidents;
Prepare and hold online training, onboarding, and 1-on-1s with team members;
Cooperate with other Support Management Team members for the improvement of the support service.

What We'll Expect From You:
Prior experience in support, sales or management;
Strong written and spoken English B2+ (knowledge of other foreign languages would be a plus);
Analytical skills for understanding and monitoring support team KPIs;
Confidence, patience, politeness, tact and diplomacy, when dealing with difficult situations;
Creative thinking, to be able to come up with new ideas to improve customer service;
Self-motivation and self-starting: proven track record in personal initiatives;
Excellent teamwork skills.

About talentC

Ми — українська рекрутингова агенція повного циклу з екосистеми Genesis.
З 2014 року ми допомагаємо наймати кращих кандидатів та масштабувати команди провідних бізнесів України та світу.
Спеціалізуємося на підборі технічних і нетехнічних фахівців рівня junior, middle, senior, а також С-level до tech та non-tech бізнесів.

Company website:
https://www.talentc.tech/