Customer Support Shift Controller

15 Ноября

Партнерские Вакансии

Компания "ДЕВХЭД"

DEVXED, a well-established product company with a track record spanning over 8 years, is on a growth trajectory with a team that now exceeds 70 professionals. We take pride in fostering the growth of our team and nurturing top talent. As part of our commitment to excellence, we're currently seeking a dedicated Customer Support Shift Controller to join our team.

Due to the consistent growth and expansion of the project, we are in constant search of enthusiastic candidates.

In this role, you will play a pivotal part in ensuring that our customers receive top-notch support as they engage with our e-commerce solution on the U.S. market. Our product operates seamlessly on both web and mobile platforms and integrates with major global commerce platforms like eBay and Amazon.

One of the perks of being a part of our dedicated team is the opportunity for continuous learning and development. We offer a Support School, which includes training, workshops, and learning opportunities during the probationary period. This commitment to education is how we cultivate our talent and grow our specialists in-house.

Responsibilities:

• Supervise a team of support agents during night shifts offering support and guidance as needed.
• Handle customer inquiries through email, phone calls, and live chat on our online marketplace platform for team expertise growth.
• Meet own and team's KPIs, including metrics for chat, calls, and maintain CSAT (Customer Satisfaction) levels.
• Be responsible for on-time troubleshooting.
• Be proactive in the process optimization suggestions.
• Ensure an exceptional customer experience.
• Maintain a positive company image on all utilized marketplaces.
• Prepare end-of-shift reports detailing team performance, customer trends, and any unresolved issues that require follow-up.
• Keeping a productive and positive environment within the team.

Expectations:

• Excellent written and verbal communication skills in English (B2 or higher).
• A regular in-office presence during weekdays from 7 PM to 4 AM in summer and from 8 PM to 5 AM in winter, based on Eastern Central to Pacific Time Zones.
• 1+ year of experience in customer support roles. Familiarity with customer support platforms (e.g., Intercom, Zendesk).
• Strong leadership and team management skills with the ability to motivate and guide a team in real-time.
• Experience in Business Correspondence and Multicultural Communication.
• A strong desire for ongoing personal and professional growth.
• Knowledge of a second language is a valuable asset.
• Basic analytical and mathematical skills.
• Remain positive, rational and objective.
• Resourcefulness - ability to search for information.

We offer:

• Competitive salary and benefits, including a robust bonus system.

• Compensation for transportation expenses in case of late shifts.

• Free medical service (including dental) in LODE clinic.

• Psychologist services compensation.

• A well-equipped office with snacks, fresh fruits, and nuts.

• Comfortable workspace.

• Free Friday lunches.

• 6 sick days.

• Sports compensation.

Join us and be a part of delivering outstanding customer experiences worldwide.