Position: Customer Support Lead
Company: Edeely
Experience required: 5y
Category: Support
English level: fluent
Published: 2022-09-01T00:00:00+03:00

Edeely — online tutorship platform.
Edeely connects students and tutors worldwide in the most personalized and effective way to boost the impact of learning.

**You will:**
guide and support users from one side and tutors from another with their interactions on Edeely and resolve any issues they may face by.

**Responsibilities**

**As a Customer Support Manager for tutors:**

— Organize the whole onboarding process for new tutors;
— Create and manage the onboarding program for new tutors;
— Write and update guides and text materials for the tutor’s onboarding process;
— Produce training process for new tutors.
— Acting as a consultant to new tutors;
— Looking for ways to optimize and automize the process, testing new solutions.

**As a Customer Support Manager for users:**

— Build the whole department work from scratch;
— Lead the whole direction of Customer Support;
— Hire people in the future;
— Answer customers’ questions and resolve any issues that they may be facing;
— Work on collecting and tracking user feedback;
— Work closely with the product teams to resolve issues and share customer feedback;
— Delivering an exceptional support experience to all customers;
— Identifying problem areas/issues and flagging them to the concerned team;
— Confidentiality and work ethics.
**
Requirements**

— Has excellent written and spoken English (At least Advanced level of English);
— Is a good communicator with strong critical thinking and problem-solving skills;
— Strong technical and analytical skills;
— Outstanding written and verbal skills;
— Ability to understand customers’ needs;
— A customer-centric, empathetic mindset with excellent listening skills;
— Has customer experience in B2C / low ticket B2B / SaaS projects;
— A passion for learning and desire for self-improvement.

**We offer**

— Remote work, flexible working hours, no bureaucracy or formalism;
— Excellent professional and career opportunities in the international team of talented and energetic people;
— Competitive salary and regular assessment and salary/positions review (at least once a year)