Customer Support Team Lead

October 28

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Genesis Tech

WebsiteLinkedInAll Job Openings

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

1001 - 5000

💰 Series B on 2015-01

Description

• Providing direct supervision and guidance to a team of support agents • Monitoring the performance of support agents, including call quality, response times, and issue resolution • Offering real-time feedback and coaching to help support agents improve their performance • Handling escalated customer issues and complex problems that cannot be resolved at lower support levels • Providing ongoing coaching and 1–1 sessions to ensure the agents’ understanding of the processes and flows, build trust and cooperation within the team • Executing the newbies’ onboarding and ensuring the newcomer has all the necessary tools, accesses, and knowledge to successfully start their shifts • Continuously monitoring the team's performance and adherence to key performance indicators (KPIs) • Fostering a collaborative and cohesive team environment where support agents can share knowledge and best practices • Using performance metrics to identify areas for improvement and implement corrective actions • Assessing the skills and development needs of team members • Working with individual team members to create professional development plans and help them achieve their goals • Workforce management: ensuring 24/7 shift coverage as well as proper performance on the shift; ensuring smooth transitions and handovers between shifts, sharing important information and updates with incoming and outgoing teams • Executing other tasks from the Direct Line Manager to ensure the service is delivered according to the SLAs.

Requirements

• At least 1 year of experience as a Customer Support Team Lead • English language knowledge at a C1 level • Ability to adapt to changing circumstances and solve complex problems effectively • Support system knowledge and experience in building processes • People-management skills; ability to motivate and manage people • Ability to resolve conflicts within the team and provide solutions to difficult situations • Skill in analyzing performance metrics and identifying trends to drive improvements.

Benefits

• 20+ vacation days and unlimited sick leaves • Medical insurance and +10 Healthcare leaves for mental & physical recovery • Continuous 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.