Напиши текст вакансии для должности "Customer Support Team Lead". Название компании: "AppFollow". Расположение: Санкт-Петербург. График работы: Удаленная работа. Опыт работы: От 3 до 6 лет. Ключевые навыки: 'Zendesk', 'Teamleading', 'Customer Relationship Management', 'Customer Support', 'Fluent English'

AppFollow is an App review management and App Store Optimization (ASO) platform. Our primary goal is to simplify the everyday routines of app developers, product managers, marketing teams, customer support, etc. AppFollow helps you gather and manage your apps and games data, increase app average rating, improve app store rankings, and app user loyalty. As a Customer Support Team Lead, you will hire, coach, inspire, assist, and lead the team to achieve goals. The L1 Customer Support Team Lead is instrumental in not only ensuring the team achieves overall business objectives including productivity and accuracy of work, but also in providing a sense of belonging, inclusion, and focus on personal development for each individual on the team. We’re looking for:   2+ years of people management (at least 5 direct reports), experience in Global Support is a plus   4-5+ years in Customer Support/Technical Support (client-facing roles), experience with SaaS companies and startups is a plus   Proven leadership abilities, or prior leadership experience from a previous role   Organizational skills with the ability to prioritize workload, multi-task, high accountability, and excellent attention to detail with the capability to thrive in a fast-paced environment   Forward-thinking approach with the ability to problem-solving complex issues, and build new processes to drive shared goals across internal and external teams   Solid Zendesk experience, and Zendesk administration is a plus   Excellent communication skills in both English (B2+) and Russian   Your activities will include:   Run a team of L1 Customer Support Associates in a hyper-growth environment including developing the team for future changes   Operate L1 Customer Support team schedule and workload to ensure adequate coverage for all shifts   Manage the L1 Support team and individual performance, ensure employees have appropriate training and other resources to perform their jobs, provide performance feedback and coaching regularly to each team member   Analyze trends in performance for L1 Customer Support Associates group through tickets review and chats sent and provide feedback to individual and management about successes and opportunities   Collaborate with the L2 Support team to streamline escalations between L1 and L2, and also Engineering, Product, Sales, Success teams to promote problem-solving, spur innovation, and boost learning and skills-sharing   Follow up with customers to gauge their satisfaction with problem resolution identifying problem areas and implementing corrective actions   Participate in the communication with customers via email, chat, and zoom, investigating and resolving customers problems   Administer Zendesk Support and Guide to maintain best-in-class customer support KPIs on first response time, customer satisfaction, and customer effort   Help in building scalable standards and procedures within the Customer Support teams; manage and improve those standards   Keep the customer support department updated on the latest customer support practices to keep the business at par or even ahead of competitors in the industry   Benefits we offer   Full-time remote job. Though you’re always welcome to spend time with us in our office in Helsinki. Or to meet in a co-working with the colleagues who live in the same location as you   Quarterly and annual bonuses based on achieving KPIs and your personal performance and extra efforts   35 days of paid vacation. Take the time you need to stay charged. By prior agreement, you can have days off for special occasions, we are pretty flexible here   Paid corporate meet-ups. We get together twice a year at various locations (St. Petersburg, Moscow, Helsinki, Riga etc.) to work and spend time together offline. We bear all the travel costs for your accommodation, flights, lodging, and other business travel expenses   We compensate 50% of all of your education costs, including English courses   Health insurance   You’ll have executive-level visibility into how the company is running and performing   We’re always ready to provide dedicated support and fast-track your on-boarding, give you the tools you need to be successful   Please include a cover letter with answers to the following questions. We want to get known you better!    Support agents have to work twice as hard than normal. They&#39;re exhausted, but they need to hold on for two more weeks. How to help them?   Support team weekly performance report displays that FRT is lower than target by 12%. What will you do?   Please tell us about a time where you have implemented a new process or procedure that has made your role (or elements of your role) easier.