Position: Customer Support Team Lead in Growth team (Genesis R&D)
Company: gen.tech
Category: Support
Experience required: 2y
English level: upper
Published: 2021-12-01T00:00:00+02:00

**Genesis** is a full-service international IT company. More than 1,500 people in five countries create products for more than 200 million unique monthly users. We are one of the largest partners of Facebook, Google, Snapchat, and Apple in Eastern Europe. Our ecosystem consists of more than 15 companies and an investment fund.

Growth Team focuses on finding new substantial growth levers for the projects within Genesis ecosystem through rapid, data-informed experimentation. Together with C level executives they identify new business opportunities and create MVPs to test hypotheses bringing together marketing, product, engineering and analytical expertise.

We are always looking for optimistic, proactive candidates who would not only possess substantial field expertise but would also empower the growth team with a relentless drive to turn ideas into actionable hypotheses and then into working business solutions.

**Responsibilities:**
- manage the support team;
- monitor the KPIs of the team, the quality of service and the correctness of
responses to customers;
- ensure that every customer is efficiently onboarded and gets an answer to all their doubts;
- create a healthy climate in the team and increase productivity;
- form a team, participate in hiring process;
- automate and improve workflows;
- acquire and maintain relevant knowledge of Zendesk solutions and products;
- participate in global and cross-company projects to improve our products and optimize our users’ experience

**Requirements:**
- advanced / proficient English level;
- organizational and management skills, excellent communication skills;
- experience in optimizing processes and increasing the efficiency of used resources.;
- ability to organize and plan the work of the department;
- experience with Zendesk software products and services;
- previous experience in QC / Team Lead positions
experience in creating processes within the support team;
- stress resistance and business orientation.

**We offer:**
- opportunity to develop professionally in a large international company with a worldwide reputation and a strong corporate culture;
- interesting challenges that will require your critical, analytical and communicative skills;
- possibility to influence your job;
- work in unique professional, friendly and supportive environment;
- breakfasts, lunches, unlimited fruit, snacks, smoothies, and yoghurts in the office;
- in-house corporate doctor/ health insurance;
- free training for run football, basketball, volleyball, and yoga with professional coaches is available to staff;
- corporate discounts for gym membership and sponsorship for participation in sports competitions are also accessible;
- loud parties, every summer and winter, we organize parties with crazy line-ups at cool locations.