Apply📍 Ukraine
🧭 Full-Time
🔍 FinTech
- Proven experience as a Customer Support Team Lead (at least one year).
- Deep knowledge of customer support operations is a must.
- Proven record of delivering successful projects to improve service metrics.
- Strong data analysis skills.
- Outstanding communication and negotiation abilities.
- A results-oriented approach.
- Excellent organizational and leadership skills.
- Independent, self-motivated, and highly flexible team player.
- Ability to work in rotating shifts to support your team.
- Bachelor's degree or equivalent.
- Fluency in English.
- Fluency in Ukrainian.
- Operational management (create an efficient way of tickets distribution, ensure SLAs and main support metrics are met).
- Performance management (ensuring a high level of individual performance of your team members).
- Project management (drive initiatives to improve processes, procedures, products).
- People management (be a coach and a leader for your team members to guarantee their happiness at work).
- Incident management (organize immediate response for any outages and other issues impacting customers).
- Act as an escalation point for your team members and take over communication with customers if needed.
- Ensure adherence to policies for attendance, established procedures, etc.
- Assist in the formulation of targets for individuals and teams.
- Conduct quality assessments of agents' work.
- Prepare regular results and performance reports.
- Oversee day-to-day operations.
- Hire and onboard new employees.
LeadershipProject ManagementData AnalysisPeople ManagementOperations ManagementCustomer support
Posted 5 days ago
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