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

We encourage you to apply if you are an agile, smart, intellectually curious person with an analytical mindset who wants to help others and genuinely cares about customer problems.

We are working on a peer-to-peer tutoring platform and preparing for the US market launch this year. Thus, we need someone to join us and help our users solve their issues, collect support statistics, organize documentation, set up and measure KPIs, help to work out cross-team communication processes.

**Requirements**

- 3+ years of experience as Customer Support in a product IT company
- at least 1 year of experience in a Support Lead role
- experience with ZenDesk or other Help Desk systems
- basic knowledge and understanding of ITIL processes
- understand how web applications work and how they process HTTP requests
- understand how to work with Postman and browser Development tools
- strong analytical skills
- fluent English (written and verbal)

**Would be a plus**

- understand SQL basics, know how to create SQL queries
- experience with monitoring and logging systems

**What will you do**

- help our users solve their issues during the US business hours (7am to 4pm EST)
- create 1st line support development strategy
- create a knowledge base for our customers and the support team
- be responsible for the development of other support instruments: live chat, chatbot, ticket system, analytics, etc.
- recruit, train, and lead customer support team members when the business need arises
- define support KPIs, measure NPS score