Customer Support Lead Offline

Edeely — online tutorship platform.

Edeely connects students and tutors worldwide in the most personalized and effective way to boost the impact of learning.

You will:

guide and support users from one side and tutors from another with their interactions on Edeely and resolve any issues they may face by.

Responsibilities

As a Customer Support Manager for tutors:

— Organize the whole onboarding process for new tutors;

— Create and manage the onboarding program for new tutors;

— Write and update guides and text materials for the tutor’s onboarding process;

— Produce training process for new tutors.

— Acting as a consultant to new tutors;

— Looking for ways to optimize and automize the process, testing new solutions.

As a Customer Support Manager for users:

— Build the whole department work from scratch;

— Lead the whole direction of Customer Support;

— Hire people in the future;

— Answer customers’ questions and resolve any issues that they may be facing;

— Work on collecting and tracking user feedback;

— Work closely with the product teams to resolve issues and share customer feedback;

— Delivering an exceptional support experience to all customers;

— Identifying problem areas/issues and flagging them to the concerned team;

— Confidentiality and work ethics.

Requirements

— Has excellent written and spoken English (At least Advanced level of English);

— Is a good communicator with strong critical thinking and problem-solving skills;

— Strong technical and analytical skills;

— Outstanding written and verbal skills;

— Ability to understand customers’ needs;

— A customer-centric, empathetic mindset with excellent listening skills;

— Has customer experience in B2C / low ticket B2B / SaaS projects;

— A passion for learning and desire for self-improvement.

We offer

— Remote work, flexible working hours, no bureaucracy or formalism;

— Excellent professional and career opportunities in the international team of talented and energetic people;

— Competitive salary and regular assessment and salary/positions review (at least once a year)