Position: Customer Support Team Lead
Company: DMarket
Category: Support
Experience required: 1y
English level: upper
Published: 2021-07-01T00:00:00+03:00

Hard skills:

— 1+ years of Customer Support Team Lead.
— Excellent communication skills and a customer-oriented approach.
— Advanced level of English.
— Crazy fast typer in Russian, Ukrainian, English.
— Excellent knowledge of grammar
— Fluent user of common software applications.
— Familiar with customer care systems and practices.
— High education. Preference to Master degree in Linguistics or Computer science.

Duties:

— Design, launch, document and continuously improve effective and efficient process of resolving customers’ support requests via online channels.
— Lead the team of customer support specialists toward customer support excellence objectives. Manage team load by precise planning of resources. Onboard new agents.
— Resolve product or service problems by clarifying the customer’s complaint; determining the root cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
— Moderate support content in chats, discord and social networks.
— Handle refund and chargeback requests, communicate with payment providers, report to stakeholders.
— Manage customer support knowledge base: compile information from a wide variety of sources and then interpreting and presenting it in the form of new support topics, involve internal stakeholders in preparation of correct answers, update information according to changes in product just in time. Coordinate proofreading of support materials. Clean up information database by removing outdated topics. Prepare templates for fast agent’s answers.
— React on product performance alerts with prompt preparation of official responses and recommended answers.
— Alert product and engineering teams in case of urgent issues reported by customers.
— Prepare customer care reports by collecting and categorizing customer requests information.
— Contribute to the development of new product features by generating ideas and highlighting risks from customer support perspective.
— Develop knowledge and skills of customer support specialists.
— Prepare, defend and follow customer support budget. Report budget performance on regular basis.

About project: DMarket is a new ecosystem where gamers, developers, and entrepreneurs can efficiently and securely evaluate and trade virtual items. We combine blockchain technologies and seven years of industry experience to open this multi-billion dollar market to the existing world economy.

Join DMarket team today!