Customer Support Delivery Manager, English & German

October 23

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Genesis Tech

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internet services • marketing • advertising • global internet solutions • media

1001 - 5000

💰 Series B on 2015-01

Description

•Maintaining communication with clients to ensure that service-level agreements (SLAs) are met and that clients are satisfied with the support services provided •Handling escalated issues and make decisions on when to involve higher-level management •Maintaining records and documentation of support operations, including reports and issues logs for future analysis and planning •Developing contingency plans for handling emergencies and ensure that support services continue during disruptions or critical incidents •Collaborating with other departments within the organization to ensure a coordinated approach to service delivery •Regularly monitoring the performance of the support team, tracking teams’ key performance indicators (KPIs) and ensuring the targets are met •Workforce management - ensuring the team is fully staffed; creating a hiring plan •Managing a team of Support Team Leads; create PDP and PIPs if necessary so that the team is growing and developing; conduct performance reviews and 1-on-1s on a regular basis •Fostering a collaborative and cohesive team environment where support TLs can share knowledge and best practices •Making sure the newbies are properly onboarded and has all the accesses and accounts created •Executing the Direct manager’s tasks within the position frame.

Requirements

•2+ years of experience as a Customer Support Team Lead, Support Operations Lead or Support Delivery Manager •C1 German and English language knowledge •Experience with setting up and managing CRMs and relevant software •Ability to adapt to changes easily and make critical decisions swiftly when necessary •Capability of strategic planning and management of the support department, considering future needs and potential risks •Proficiency in creating systems and processes from scratch •Strong affinity for numbers and ability to conduct cause-and-effect analysis based on large data sets •Advanced people-management skills

Benefits

•20+ vacation days and unlimited sick leaves •Medical insurance and +10 Healthcare leaves for mental & physical recovery •Systematical learning & development inside a team and on an individual level: compensation for professional webinars, courses, conferences, etc. •Ability to work from Lviv & Kyiv offices with free breakfasts and lunches or fully remotely •Team of professionals who’s ready for knowledge sharing, internal professional communities, team buildings •Free sport classes, corporate discounts for gym membership and for other different services like medical services, language schools, etc.