Position: Customer Support Team Lead
Company: CreoLogiq
Experience required: 2y
Category: Support
English level: upper
Published: 2022-08-01T00:00:00+03:00

As a Customer Support Team Lead you will work with and support our clients B2B and provide effective guidance. You will be the main contact point for all issues related to our products.
 
**Responsibilities**
• Lead and develop Customer Support team - enhance knowledge base and skills set;
• Manage, assign and handle cases quickly and efficiently;
• Continue to build and improve upon the existing Technical Support processes and help advance Customer Support’ impact on the organization;
• Act as a focal point for communication with the R&D and product and DevOps;
• Act as a knowledge focal point;
• Conduct training sessions for Tier 1 agents;
• Create and update knowledge base articles used by Tier 1 agents;
• Accompany new releases and make sure support agents are familiar with them and have the tools to address issues related to them;
• Investigate and report bugs to the R&D team;
• Account management as Google works , Jira etc.;
• IT hands-on support.

**Requirements**
• 2 years of previous B2B technical support lead experience;
• Proven management skills for 2+ teammates ;
• Exceptional verbal and written communication skills in English;
• Excellent communication skills in phone calls, emails and training sessions;
• A tech-savvy self-learner who is capable of quickly mastering different fields within our product end to end;
• Proactive data-driven approach - spot recurring issues within our product and find the long-term solution that will address them.

**We offer**
• Fair compensation that allows employees to focus on project development and their own professional growth;
• Opportunity to feel free in choosing a technology stack for the projects;
• Career development and professional growth opportunities, performance-based compensation reviews;
• Medical insurance (health), employee assistance program;
• Paid vacation, holidays, and sick leaves;
• English classes;
• Fully reimbursed educational training and conferences.