Simply Contact
International experience and recognition: we are proud of our achievements, such as the Gold Winner in the Best Crisis Management Approach nomination at the European Contact Centre & Customer Service Awards (ECCCSAs) - 2022 and the Silver Stevie Award for Contact Centre of the Year - 2023.
Strong team: over 550 talented professionals across 5 locations in Ukraine and Poland, united by shared values and a commitment to excellence.
Global clients: our client list includes global international companies in the fields of airlines, delivery, fintech, transportation, etc.
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· 42 views · 13 applications · 5d
Business Analyst / Research and Development Manager
Full Remote · Worldwide · 3 years of experience · Advanced/FluentKey tasks of the position: Conduct in-depth research on market trends and technological advancements to support strategic decision-making and identify opportunities for innovation; Analyze and evaluate software solutions to improve operational...Key tasks of the position:
- Conduct in-depth research on market trends and technological advancements to support strategic decision-making and identify opportunities for innovation;
- Analyze and evaluate software solutions to improve operational efficiency and optimize internal processes;
- Lead and manage the R&D team, ensuring collaboration, efficiency, and the successful delivery of solutions aligned with business goals;
- Collaborate with cross-functional teams, including IT, Operations, and Quality Control, to ensure seamless integration and adoption of new solutions;
- Develop and maintain comprehensive documentation of findings, processes, and project outcomes to support internal decision-making and communication;
- Serve as a key liaison between external vendors and internal stakeholders, ensuring effective knowledge transfer and alignment with business objectives;
- Monitor the implementation of new technologies and analyze outcomes, initiating further refinement or optimization as needed;
Stay updated on industry developments, offering insights to guide the company’s long-term strategy and innovation efforts.
Knowledge and skills required:
- 2+ years of experience in roles involving business analysis, project management, or similar functions, preferably in an AI-driven company/project;
- Fluent English (spoken and written);
- Strong analytical and problem-solving skills, with a track record of identifying process improvements and evaluating software solutions;
- Experience managing projects, with an understanding of both technical and business requirements;
- Knowledge of project management frameworks, particularly PMBOK, including key processes, artifacts, and deliverables;
- Understanding of Agile methodologies and their application in project management;
- Excellent communication and interpersonal skills to collaborate effectively with diverse teams and external partners;
- Proficiency in preparing and maintaining structured documentation, including reports, business cases, and user stories;
- Familiarity with process optimization tools and technologies (e.g., BPMN, Lean) is an advantage.
We offer:
- Competitive salary: rate + monthly bonus;
- Opportunities for development: Participation in trainings, courses, conferences;
- Dynamic environment: Working in a young and ambitious team where everyone has the opportunity to influence the company’s development.
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· 41 views · 8 applications · 8d
Customer Service Quality Lead
Full Remote · Worldwide · 2 years of experience · Upper-IntermediateMain responsibilities: Quality Assurance & Process Optimization Develop and standardize QA processes, policies, and KPIs to ensure efficiency and consistency; Ensure compliance with customer expectations and adherence to industry best practices; Enhance...Main responsibilities:
Quality Assurance & Process Optimization
- Develop and standardize QA processes, policies, and KPIs to ensure efficiency and consistency;
- Ensure compliance with customer expectations and adherence to industry best practices;
- Enhance monitoring systems to improve customer experience and operational effectiveness;
- Identify and integrate new tools and methodologies for better quality measurement.
Team Leadership & Development
- Lead, mentor, and develop a high-performing QA team to foster professional growth and development;
- Organize and oversee training programs, coaching sessions, and workshops to improve team skills;
- Collaborate with Operations, Training, and Workforce Management to align QA with business goals;
Analysis & Continuous Improvement
- Analyze QA reports, customer feedback, and operational data to identify trends and areas for improvement;
- Provide actionable insights and recommendations to operations managers, customers, and senior management;
- Diagnose root causes of quality issues and implement effective corrective actions;
- Develop strategies for continuous service improvement.
Requirements:
- Experience: Up to 3 years in Quality Assurance within BPO, customer support, or service industries;
- Proven experience in managing and mentoring QA teams;
- Knowledge of quality frameworks (e.g., Six Sigma, COPC, ISO 9001);
- Ability to interpret data, generate reports, and drive improvements;
- Experience with quality control software, call monitoring tools, CRM and ticketing systems;
- Ability to work cross-functionally and align QA with business goals;
- Advanced level of English.
We offer:
- Competitive salary: rate + monthly bonus;
- Opportunities for development: Participation in trainings, courses, conferences;
- Dynamic environment: Working in a young and ambitious team where everyone has the opportunity to influence the company’s development.
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· 43 views · 1 application · 9d
Trainer/Quality control for the support team
Office Work · Ukraine (Dnipro, Lviv, Poltava) · 2 years of experience · Advanced/FluentRequirements: English proficiency: C1 level. Experience in quality control and training within a technical support environment, preferably in fintech, banking, or payments. Deep understanding of logs, APIs, and troubleshooting tools to support a highly...Requirements:
- English proficiency: C1 level.
- Experience in quality control and training within a technical support environment, preferably in fintech, banking, or payments.
- Deep understanding of logs, APIs, and troubleshooting tools to support a highly technical team.
- Knowledge of open banking, PSD2 regulations, or financial services is a plus.
- Excellent communication and coaching skills, with the ability to provide constructive feedback and mentor support agents.
- Strong analytical skills to identify trends and improve the quality and efficiency of customer support.
- Experience with quality control tools, ticketing systems (e.g., Zendesk, Jira), and platforms like GSuite is an advantage.
Responsibilities:
- Develop and implement quality assurance (QA) processes to assess the efficiency and accuracy of customer interactions.
- Conduct regular audits of tickets, emails, and chat interactions, providing structured feedback to agents and team leads.
- Create and maintain training materials, including documentation, guidelines, and troubleshooting manuals tailored to products and processes.
- Collaborate with support leadership to align training priorities and productivity improvement strategies.
- Conduct onboarding sessions for new agents, ensuring a deep understanding of our products, tools, and workflows.
- Work closely with client teams (product, engineering, and compliance) to keep support teams updated on new features, regulatory changes, and best practices.
- Track and analyze support performance metrics, identifying trends and areas for improving customer interactions.
We offer:
- Paid training to ensure your professional growth.
- Stable and timely income (fixed salary + bonus based on real KPI achievements).
- Fast career growth opportunities within the project and across other company departments.
- Full-time employment.
- Work schedule: Monday–Friday, 11:00 AM – 7:00 PM.
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· 70 views · 3 applications · 9d
Менеджер з клієнтської підтримки у авіакомпанію (зі знанням англійської мови) to $650
Hybrid Remote · Ukraine · Upper-IntermediateSimply Contact — міжнародна компанія у галузі customer support, що працює з клієнтами по всьому світу, та є однією із лідерів у своїй галузі. Ми допомагаємо компаніям залишатися конкурентоспроможними, покращувати якість обслуговування та ефективність...Simply Contact — міжнародна компанія у галузі customer support, що працює з клієнтами по всьому світу, та є однією із лідерів у своїй галузі.
Ми допомагаємо компаніям залишатися конкурентоспроможними, покращувати якість обслуговування та ефективність роботи з клієнтами завдяки якісному та омніканальному аутсорсингу підтримки клієнтів. Серед наших клієнтів — WizzAir, Bolt, DittoMusic, Howly та інші. Компанія на ринку 10 років, понад 550 співробітників у 5 локаціях в Україні та Польщі.
Наші міжнародні нагороди та визнання:
Gold Winner — Best Crisis Management Approach by European Contact Center & Customer Service Awards (ECCCSAs) — 2022
Silver Stevie Award for Contact Centre of the Year — 2023
Ми активно розвиваємось та розширюємо команду customer support representative однієї з топових європейських авіакомпаній.
Ми пропонуємо:
Стабільну зарплатню. Cтавка + щомісячний бонус.
Зручний графік роботи: 5/2 з плаваючими вихідними, зміна 14:00- 23:00
Можливість роботи з дому.
Можливість рости та розвиватися в динамічній компанії.
Можливість працювати в одному з офісів в Україні, або ж закордоном.
Завдання:
Допомога пасажирам у бронюванні авіаквитків (зміни у бронюванні, скасування). Вхідна лінія дзвінків та чати
Консультування клієнтів щодо сервісів авіакомпанії.
Регулювання питань, пов’язаних зі скасуванням та затримкою рейсів.
Необхідні знання та навички:
Upper-intermediate English level.
Бажання вчитися новому, інтерес до сфери авіації та подорожей.
Емпатичність, комунікабельність, відповідальність, націленість на зростання та результат.
Цікаво? Приєднуйся! Надсилай нам своє резюме і ми зв’яжемося з тобою!
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· 103 views · 17 applications · 20d
Quality Control for the support team/Trainer
Worldwide · 2 years of experience · Advanced/FluentRequirements: English proficiency: C1 level. Experience in quality control and training within a technical support environment, preferably in fintech, banking, or payments. Deep understanding of logs, APIs, and troubleshooting tools to support a highly...Requirements:
- English proficiency: C1 level.
- Experience in quality control and training within a technical support environment, preferably in fintech, banking, or payments.
- Deep understanding of logs, APIs, and troubleshooting tools to support a highly technical team.
- Knowledge of open banking, PSD2 regulations, or financial services is a plus.
- Excellent communication and coaching skills, with the ability to provide constructive feedback and mentor support agents.
- Strong analytical skills to identify trends and improve the quality and efficiency of customer support.
- Experience with quality control tools, ticketing systems (e.g., Zendesk, Jira), and platforms like GSuite is an advantage.
Responsibilities:
- Develop and implement quality assurance (QA) processes to assess the efficiency and accuracy of customer interactions.
- Conduct regular audits of tickets, emails, and chat interactions, providing structured feedback to agents and team leads.
- Create and maintain training materials, including documentation, guidelines, and troubleshooting manuals tailored to products and processes.
- Collaborate with support leadership to align training priorities and productivity improvement strategies.
- Conduct onboarding sessions for new agents, ensuring a deep understanding of our products, tools, and workflows.
- Work closely with client teams (product, engineering, and compliance) to keep support teams updated on new features, regulatory changes, and best practices.
- Track and analyze support performance metrics, identifying trends and areas for improving customer interactions.
We offer:
- Paid training to ensure your professional growth.
- Stable and timely income (fixed salary + bonus based on real KPI achievements).
- Fast career growth opportunities within the project and across other company departments.
- Full-time employment.
- Work schedule: Monday–Friday, 11:00 AM – 7:00 PM.
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· 101 views · 32 applications · 21d
Automation and AI Strategy Manager
Worldwide · 3 years of experience · Upper-IntermediateKey tasks of the position: Conduct in-depth research on market trends and technological advancements to support strategic decision-making and identify opportunities for innovation; Analyze and evaluate software solutions to improve operational...Key tasks of the position:
- Conduct in-depth research on market trends and technological advancements to support strategic decision-making and identify opportunities for innovation;
- Analyze and evaluate software solutions to improve operational efficiency and optimize internal processes;
- Lead and manage the R&D team, ensuring collaboration, efficiency, and the successful delivery of solutions aligned with business goals;
- Collaborate with cross-functional teams, including IT, Operations, and Quality Control, to ensure seamless integration and adoption of new solutions;
- Develop and maintain comprehensive documentation of findings, processes, and project outcomes to support internal decision-making and communication;
- Serve as a key liaison between external vendors and internal stakeholders, ensuring effective knowledge transfer and alignment with business objectives;
- Monitor the implementation of new technologies and analyze outcomes, initiating further refinement or optimization as needed;
Stay updated on industry developments, offering insights to guide the company’s long-term strategy and innovation efforts.
Knowledge and skills required:
- 2+ years of experience in roles involving business analysis, project management, or similar functions, preferably in an AI-driven company/project;
- Fluent English (spoken and written);
- Strong analytical and problem-solving skills, with a track record of identifying process improvements and evaluating software solutions;
- Experience managing projects, with an understanding of both technical and business requirements;
- Knowledge of project management frameworks, particularly PMBOK, including key processes, artifacts, and deliverables;
- Understanding of Agile methodologies and their application in project management;
- Excellent communication and interpersonal skills to collaborate effectively with diverse teams and external partners;
- Proficiency in preparing and maintaining structured documentation, including reports, business cases, and user stories;
- Familiarity with process optimization tools and technologies (e.g., BPMN, Lean) is an advantage.
We offer:
- Competitive salary: rate + monthly bonus;
- Opportunities for development: Participation in trainings, courses, conferences;
- Dynamic environment: Working in a young and ambitious team where everyone has the opportunity to influence the company’s development.
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· 70 views · 18 applications · 28d
Business Process/ AI Integration Manager
Worldwide · 3 years of experience · Upper-IntermediateKey tasks of the position: Conduct in-depth research on market trends and technological advancements to support strategic decision-making and identify opportunities for innovation; Analyze and evaluate software solutions to improve operational...Key tasks of the position:
- Conduct in-depth research on market trends and technological advancements to support strategic decision-making and identify opportunities for innovation;
- Analyze and evaluate software solutions to improve operational efficiency and optimize internal processes;
- Lead and manage the R&D team, ensuring collaboration, efficiency, and the successful delivery of solutions aligned with business goals;
- Collaborate with cross-functional teams, including IT, Operations, and Quality Control, to ensure seamless integration and adoption of new solutions;
- Develop and maintain comprehensive documentation of findings, processes, and project outcomes to support internal decision-making and communication;
- Serve as a key liaison between external vendors and internal stakeholders, ensuring effective knowledge transfer and alignment with business objectives;
- Monitor the implementation of new technologies and analyze outcomes, initiating further refinement or optimization as needed;
Stay updated on industry developments, offering insights to guide the company’s long-term strategy and innovation efforts.
Knowledge and skills required:
- 2+ years of experience in roles involving business analysis, project management, or similar functions, preferably in an AI-driven company/project;
- Fluent English (spoken and written);
- Strong analytical and problem-solving skills, with a track record of identifying process improvements and evaluating software solutions;
- Experience managing projects, with an understanding of both technical and business requirements;
- Knowledge of project management frameworks, particularly PMBOK, including key processes, artifacts, and deliverables;
- Understanding of Agile methodologies and their application in project management;
- Excellent communication and interpersonal skills to collaborate effectively with diverse teams and external partners;
- Proficiency in preparing and maintaining structured documentation, including reports, business cases, and user stories;
- Familiarity with process optimization tools and technologies (e.g., BPMN, Lean) is an advantage.
We offer:
- Competitive salary: rate + monthly bonus;
- Opportunities for development: Participation in trainings, courses, conferences;
- Dynamic environment: Working in a young and ambitious team where everyone has the opportunity to influence the company’s development.