Position: Customer Support Coordinator
Company: Genesis
Category: Support
Experience required: 1y
English level: fluent
Published: 2020-08-01T00:00:00+03:00

What You'll Be Doing:
- Manage an international team of support agents:
- Monitor team performance and prepare feedback;
- Control the quality of support responses and moderation;
- Send regular updates to the team on new features, splits and other updates in the app;
- Participate in app development:
- Analyze user issues and concerns;
- Collect user feedback on the product and feature rollouts;
- Investigate user issues and work closely with the Development team to resolve them;
- Communicate with customers on complex issues and handle any major incidents;
- Prepare and hold online training, onboarding, and 1-on-1s with team members;
- Cooperate with other Support Management Team members for the improvement of the support service.

What We'll Expect From You:
- Prior experience in support, sales or management;
- Strong written and spoken English B2+ (knowledge of other foreign languages would be a plus);
- Analytical skills for understanding and monitoring support team KPIs;
- Confidence, patience, politeness, tact and diplomacy, when dealing with difficult situations;
- Creative thinking, to be able to come up with new ideas to improve customer service;
- Self-motivation and self-starting: proven track record in personal initiatives;
Excellent teamwork skills.

What we offer:
For our employees we offer the best working conditions comparable with those modern corporations can provide:
- Competitive salary based on highest market benchmarks, regular performance, and compensation review based on results achieved.
- Continuous growth and development opportunities: free English courses, fiction and non-fiction literature, courses / seminars / exhibitions / conferences, and everything else you may need for your personal and professional development.
- Full medical insurance after the probation period, as well as a corporate doctor.
- Comfortable, spacious offices with new repair near Taras Shevchenko and Kontraktova Ploshcha metro stations. Free parking for all staff, shower.
Modern working equipment, and everything else you may need for productive work.
- Team travels. In just two years of working together, we have already visited Cyprus, Egypt, Sri Lanka, and Spain.
- Games room with ping-pong, sports corner, table games and PlayStation, nap room.
- Office yoga, team participation in different sports events worldwide. Football, basketball, and running trainings.
- Free meals (breakfast and lunch), drinks/juices/snacks, fresh fruits, sweets.