Position: Proofreader Team Lead (Customer Service Quality Assurance)
Company: edustorm.co
Category: Support
Experience required: 1y
English level: upper

We are seeking an ambitious and experienced Team Lead of Support (Writing Service) to join our growing team. As Team Lead of Support, you will be responsible for managing a team of QAD specialists and ensuring our customers receive exceptional service and comprehensive support in a timely and proper manner.

If you are a proactive, results-oriented individual with a passion for providing exceptional customer support, possess experience and leadership skills necessary to lead a high-performing support team and deliver exceptional customer service – you are just the right person for us!

What you’ll do:
* Be the go-to person for our QAD team. You'll help new members get up to speed and make sure everyone is always learning and getting better at their jobs.
* Сheck the work our writers are doing and make sure it's up to our standards. If a writer isn't doing a great job, you'll be the one to step in and figure out what to do next.
* Monitor support metrics and performance to identify areas for improvement and implement changes as needed.
* Work closely with cross-functional teams to identify and address product issues and customer needs.
* Develop and implement training programs for QAD staff to ensure they are equipped to handle customer inquiries and issues.
* Provide regular reports to the Head of Support on QAD  team performance and customer satisfaction.

What we expect from you
* 1+ years of experience in proofreading
* Excellent communication and interpersonal skills, with the ability to lead and motivate a team
* Experience in developing and implementing support policies and procedures
* Strong problem-solving and decision-making skills
Nice to have
* Experience with managing remote or distributed teams
* Experience with implementing customer support automation tools and processes
* Knowledge of industry-standard support metrics, and experience using this data to drive support team performance

We offer
* Engaging projects
* Competitive compensation
* 20 days of vacation and 5 days of sick leave
* Cool and collaborative team of like-minded colleagues