Position: Lead Customer Support (IT)
Company: EPC network
Category: Support
Experience required: 3y
English level: fluent
Published: 2020-12-01T00:00:00+02:00

Customer Support Team Lead
Are you passionate about customer service? We’re glad to announce the new opening in the Customer Support Department. We have a lead position and interesting role for ambitious and adventurous leaders  in our extra cool office in Podil with awesome guys. Sounds tasty? So check the info below


Responsibilities:
Organization and coordination of Customer Support Department workflows, develop scripts and all required documents. You will be the first and main person in this department building it from scratch 
Work closely with the Management Team to align customer service department policies and systems with the company’s objectives
Encourage high standards of quality for call and ticket handling including phone manner, data entry and classification of requests
Handling customer complaints or any other support related incidents
Monitor team performance and report on metrics, conduct quality control
Responsible for training and development of the support department

Requirements:
A minimum two years previous experience as Customer Support Lead or leading Customer Representative In the financial/ FX industry will be essential for successful candidates
High verbal and written English skills required (C2+)
Understanding of customer support key performance indicators
High level of empathy and literacy 
Excellent communication and leadership skills
Organizational and time-management skills
Ability to work overtime or night shifts
Ability to be a fixer
Passionate and self – motivated to achieve personal, team and corporate objectives

We Offer:
Long-term career opportunities with dynamically developing company;
Flexible schedule; the working day can start from 8 AM till 4 PM;
Super cool working space is located on Podil, and is equipped with everything you might need for productive and comfortable work as well as relax time;
Modern equipment;
Fun events with your team;
Work with well-motivated fast-and-furious team;
Coffee, tea, Red Bull, sweets, fruits and more snacks;
20 paid vacation days & 7 paid sick leaves.

About project: We’re building beautiful and rapid online products. You will be a part of the Digital Product Team. We ensure the support from our experienced experts in tech and marketing. We're open minded to new suggestions and improvements. We can ensure that you will feel that you have a significant impact and responsibility of implementing the company’s strategy with a firm focus on developing the customer support team. This is an excellent career opportunity for individuals with solid experience in customer support or financial field and strong leadership skills.

About Company: EPC Network is a company with a HQ in San Diego, California; Miami, Florida; and Kyiv. Our clients include several large firms here in the USA, including working with promotions related to people like Bill O'Reilly (huge fox news personality), Newt Grinwhich (former speaker of House), and many other top USA companies.