Position: Support Team Lead
Company: Aurora Technologies
Category: Support
Experience required: 2y
English level: fluent

Aurora Technologies is looking for **Support Team Lead**.

**Responsibilities**:
- Сustomer assistance all over the world (USA/CAN, Europe, Oceania);
- Сooperation with anti-fraud, billing, product, analytics, development, QA, admin, content, marketing managers to achieve the desired outcome;
- Provide user support and troubleshooting;
- Replicate user issues, provide information for QA and developers; 
- Prioritize, plan, schedule, and manage day-to-day support team workload;
- Provide coaching and tutoring with a focus on improving team productivity, commitment, and user satisfaction;
- Create and maintain support documents;
- Evaluate and improve support team performance. 
 

**Requirements**:
- 1+ years of a management experience;
- Customer Support Team Lead/Supervisor (preferably in SaaS global company);
- 3+ years of experience in customer support;
- Strong interpersonal skills with an excellent customer service attitude;
- Understanding of customer support key performance indicators;
- Organizational and time-management skills;
- Highly motivated individual, with positive & pro-active attitude;
- Ability to work independently with limited direction and supervision;
- Excellent English language skills — spoken and written.
 
**We offer**:
-Great opportunity for independent work, responsibilities, and career development;
- Work with a global brand in a dynamic international company;
- Benefits package (сompensation 50% of medical insurance, foreign language courses and sport sections);
- 20-day paid vacation, paid sick leave;
- Team building & corporate parties;
- Cozy office (we work remotely during the quarantine period).