AFEA Group

We are looking for a highly motivated and experienced Customer Support Team Lead to manage and scale our support operations. The ideal candidate will be a proactive leader who can drive performance, ensure customer satisfaction, and improve processes. This position possesses excellent and empathetic service skills, maintains composure in difficult situations. We are a fast-growing SaaS company focused on delivering innovative QR Code solutions for global clients across various industries. You’ll work closely with other departments to improve processes, implement new tools, and represent the voice of the customer inside the company.

Job responsibilities:

• Lead and mentor a global team of customer support specialists.
• Foster a positive and collaborative team culture that emphasises accountability and a customer-centric approach.
• Develop and maintain an in-depth understanding of the platform's products, features, integration methods, and operational best practices.
• Create, update, and ensure the accuracy of customer-facing and internal support documentation.
• Work closely with product teams to share customer feedback, report bugs, and contribute to product improvement.
• Manage and resolve urgent and critical incidents, including ticket escalations and cross-functional issue resolution.
• Collaborate with internal teams such as product owners and developers to ensure timely and effective problem-solving.
• Participate in support team reporting and help optimize tools and processes for improved efficiency.

Skills and abilities:

• Experience in customer support, ideally in a technical or SaaS environment.
• Comfortable managing support services across multiple time zones.
• Strong English communication skills (speaking, reading, writing).
• Deep understanding of customer needs and commitment to service excellence.
• Ability to identify opportunities for innovation and process improvement based on feedback and data.
• Skilled in implementing tools and workflows to enhance support operations.
• Flexible and adaptive to evolving environments and changing priorities.
• Curious and analytical mindset with a drive for effective problem-solving.

• Strong cross-functional collaboration and feedback delivery skills.

   

What we offer?

• Dynamic work in a fast growing company
• Opportunity for development and advancement within the company
• Opportunity to achieve high level financial goals by making the product successful
• Centrally located and well equipped office (game & entertainment room,  napping beds etc.)
• Lunch, drinks, sweets and fruits are all provided by the company 

• Private health insurance

   

Working hours:

We work 5 days a week from 10 a.m. to 7 p.m. in our office. (13:00-14:00 lunch time)

Salary: Competitive and negotiable based on experience and knowledge.

We look forward to receiving your application.

We are seeking a business-minded Middle/Senior Data Analyst to join our SaaS product team. The ideal candidate will have a passion for data analysis and a keen interest in leveraging data to drive business decisions related to our QR code products. As a Middle/Senior Data Analyst, you will play a pivotal role in analyzing user behavior, product performance, and market trends to provide actionable insights that inform product strategy and development.
 

Job responsibilities:

-Collect, clean, and analyze data related to product usage, customer interactions, and product performance. Utilize statistical techniques and data mining algorithms to uncover insights and trends.

-Monitor key performance indicators (KPIs) related to our products, such as scan rates, conversion rates, and user engagement metrics. Identify areas for improvement and opportunities for product optimization.

-Analyze user behavior patterns and customer journeys to understand how users interact with product and identify opportunities to enhance the user experience.

-Provide data-driven insights and recommendations to stakeholders, including product managers, marketing teams, and senior leadership, to support strategic decision-making related to our product.

-Develop dashboards, reports, and visualizations to communicate key findings and insights to stakeholders. Present findings in a clear and compelling manner to facilitate understanding and action.

-Collaborate cross-functionally with teams such as marketing, finance, and operations to understand business requirements and provide analytical support.

-Build predictive models and conduct forecasting to support business decision-making and anticipate future trends.

Skills and abilities:

-3-5 years of experience as a Data Analyst or similar role, with a strong track record of analyzing complex datasets and generating actionable insights.

-Proficiency in data manipulation and analysis using tools such as SQL programming languages and experience with Excel.

-Fluent in event and cookie tracking methodologies and can work directly with engineers to validate and debug tracking issues.

-Advanced-level knowledge of SQL queries.

-Experience with data visualization tools such as Tableau, Power BI, or Looker is preferable.

-Comfortable transforming raw data to build your own data sets if the measure you need doesn't exist yet.

-Strong analytical and problem-solving skills, with the ability to translate business questions into analytical solutions.

-Power user of Google Analytics.

-Strong business acumen 

-Excellent communication and presentation skills, with the ability to effectively communicate technical concepts to non-technical stakeholders.

What we offer?

-Dynamic work in a fast-growing company

-Competitive salary and performance-based bonuses

-Opportunity for development and advancement within the company

-Opportunity to achieve high level financial goals by making the product successful

-Centrally located and well-equipped office (interior gym, game & entertainment room, napping beds etc.)

-Lunch, drinks, sweets and fruits are all provided by the company

-Private health insurance

 Working hours:

  -We work 4 days a week from 10 a.m. to 7 p.m. in our office, Fridays are flexible. (13:00-14:00 lunch time)

Salary: Competitive and negotiable based on experience and knowledge.

We look forward to receiving your application.

Please be advised that only shortlisted candidates will be invited to the further stages of the recruitment process.