Customer Support Team Lead (Everhelp) (offline) from $1200

Genesis is a full-service international IT company. More than 1,500 people in five countries create products for more than 200 million unique monthly users. We are one of the largest partners of Facebook, Google, Snapchat, and Apple in Eastern Europe. Our ecosystem consists of more than 15 companies and an investment fund.

Everhelp is a team of professionals creating a fast-growing outsource support service for more than 17 products all over the world. We are always looking for optimistic, proactive candidates who would not only possess substantial field expertise but would also empower the growth team with a relentless drive to turn ideas into actionable hypotheses and then into working business solutions.

We are looking for Customer Support Team Lead to manage a support team of up to 10 Customer Success Representatives to deliver superior customer experience

Responsibilities:
- manage the support team;
- monitor the KPIs of the team, the quality of service and the correctness of responses to customers;
- ensure that every customer is efficiently onboarded and gets an answer to all their doubts;- create a healthy climate in the team and increase productivity;
- form a team, participate in the hiring process;
- automate and improve workflows;
- acquire and maintain relevant knowledge of Zendesk solutions and products;
- participate in global and cross-company projects to improve our products and optimize our users’ experience

Requirements:
- advanced/proficient English level;
- organizational and management skills, excellent communication skills;
- experience in optimizing processes and increasing the efficiency of used resources;
- ability to organize and plan the department's work;
- experience with Zendesk software products and services;
- previous experience in QC / Team Lead positions experience in creating processes within the support team;
- stress resistance and business orientation.

What do we offer?
- work in a team of professionals and with an audience of more than one million a month;
- philosophy and conditions for your continued growth and development;
-large space for the involvement of their ideas and influence on the product.
-large electronic library and access to fee-based online courses and conferences, internal talks and workshops.

Genesis is a unique place for development and growth:
Fast career opportunities – As the whole Genesis R&D we grow year-on-year by 100%+ and so does our growth team, as a part of Customer Support team you have the possibility to grow from Customer Support Specialist to Support Team Lead position.

Task variety – We build Customer Support Team for the world’s top apps in their niche, so you will have the unique chance to cooperate and communicate with the Product Managers of all the products, to be exposed to new and enriching experiences.

Health care and Sport – We provide employees with health insurance. The office also has an in-house corporate doctor. Free training for running, football, basketball, volleyball, and yoga with professional coaches is available to staff. Corporate discounts for gym membership and sponsorship for participation in sports competitions are also accessible.

Learning and Development – We have Business and Management Schools for company employees, with Genesis executives as lecturers. We provide an online library and free English lessons as well as access to paid conferences, training, and seminars.

Loud parties – Every summer and winter, we organize parties with crazy line-ups at cool locations. Every month each project meets for a get-together, and after a quarterly report, there is a party.

Genesis is an entrepreneurial ecosystem where every employee can make their ideas a reality. Almost all Genesis executives have grown within the company and started managing projects by the age 22-27 years. We invest and encourage the initiatives of our employees. Currently, 70% of Genesis' revenue comes from projects that five years ago didn't even exist.

About Everhelp

Everhelp — компанія екосистеми бізнесів Genesis. Ми аутсорсинговий support сервіс, який підтримує більш ніж 20 продуктів по всьому світу.

В Everhelp ми створюємо next-gen Cusomer Success екосистему користувачам з усього світу. Ми забезпечуємо першокласне обслуговування клієнтів та дбаємо про все: від конфігурації, контролю та обслуговування до щотижневих звітів з усіма необхідними метриками.

Компанію створили у 2021 році. За останній рік вона виросла з 2 до 90+ людей в команді. Наразі більшість наших співробітників знаходяться у безпеці, ми зберегли усі робочі місця, на додаток — продовжуємо посилювати нашу команду.

Company website:
https://www.ever-help.net/