Customer Support Team Lead (with English and Ukrainian)

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Requirements:

• 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.

Responsibilities:

• 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.