Position: Customer Support Team Lead
Company: Govital
Experience required: 2y
Category: Support
English level: fluent
Published: 2020-05-01T00:00:00+03:00

We need a leader who believes in the product's mission and will be able to build an effective support team with well-organized processes.

Requirements:
- Education in psychology or at least a high level of knowledge in the sphere. Practical counseling experience is a huge plus.
- Experience in customer-facing roles (support is preferable).
- Leadership skills. Experience of building or coordinating teams is a huge plus.
- At least advanced English.
- Having high empathy for the customers. Strong negotiation skills is a plus.
- Advanced systematization skills.
- Having an interest in influencing product development and the ability to take the initiative.

Responsibilities:
- Building and coordinating a support team that will work both with customers and providers (psychologists).
- Setting up and streamlining processes of working with the site visitors, leads on the on-boarding stage, clients and active providers.
- Constantly improving work of the team based on the customer feedback.
- Dealing with escalated cases.
- Creating and updating a set of guidelines based on best practices.
- On-boarding, training and motivating support team members.
- Giving suggestions to the product team based on customer complaints and questions.