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

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).