Position: Team Lead Customer Support
Company: WiserBrand
Category: Support
Experience required: 2y
English level: fluent

Responsibilities:

• Lead and drive a team to meet quality and other performance targets and expectations to contribute to a positive customer experience;
• Manage team load distribution taking into account the staff resources, department goals, and the corresponding CS department needs and requirements;
• Collaborate with peers and CS General Manager to set up, train, and maintain the flow for CS feedback on staff performance, processes, and approaches used in CS Division to CS management;
• Delegate tasks and decisions and ensure the team is organized to complete them according to the relevant standards;
• Organize and lead meetings to provide analysis and charts of team performance to team members (one-on-one meetings, CS general meetings);
• Staff goals setting, coaching, and evaluation;
• Creating and administrating schedule;
• Monitoring current team level, estimating and planning department growth needs, being involved in the on-boarding process and leading training sessions;
• Lead, coach, and motivate the team members on a proactive basis.

Requirements:

• Working experience in the customer service and/or quality control fields;
• Personnel management and/or leadership experience;
• Experience in procedures creation/processes setup;
• Upper-intermediate or higher level of written and spoken English;
• High level of self-control;
• Must be able to travel to branch office locations to conduct training sessions if required;
• Ability to use the time effectively and showing good time management skills.
• Stress-resistance and rational decision-making even in a difficult situation.

Will be as plus:

• Demonstrates reliability, a methodical nature and logical thinking;
• Presentation skills;
• Ability to multi-task and be a self-starter within a fast-paced environment;
• Strong analytical skills;
• Ability to analyze the tendency and notice non-obvious issues.

What we offer:

• A full-time job and a long-term contract;
• Flexible working hours with compensated overtime;
• Creative and lively team of IT specialists, adequate management and zero unnecessary bureaucracy
• Stable pay in USD and a performance-based yearly bonus;
• Official employment, help with managing your taxes and accounting;
• 18 business days of paid vacation, 40 hours paid sick leave;
• Career and professional growth opportunities;
• Office in the center of Kharkiv;
• We’re always stocked up on snacks and coffee, free lunches on Fridays;
• Frequent team building events, birthday celebrations.

About us:

We`ve started 4 years ago as a small firm providing SEO and SMM services to the US- and UK-based clients. Eventually we grew into an IT outsourcing company fully equipped to offer web development, data science, digital marketing and great customer service for clients from all over the globe.

We have 2 development and support offices here in Kharkiv with about 90 people in total.We're always excited to welcome new professionals in and strive to grow together as a team.

Sounds interesting? Join us!