Customer Support Manager/Lead( ДЕВХЭД )

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 are expanding rapidly and are seeking a talented Customer Support Manager/Lead to help scale our operations and enhance customer satisfaction. If you are passionate about leading teams, driving customer success, and making a significant impact, we would love to have you join our growing company.

Responsibilities:

• Lead a team of customer support agents providing regular feedback, mentorship and guidance.
• Track and manage team KPIs such as response time, resolution time, customer satisfaction, etc. to ensure that they are consistently met or exceeded.
• Own KPIs fulfillment.
• Conduct regular quality assessments of emails, chats, and calls for compliance with our standards.
• Identify training needs, develop, and execute training plans to enhance agent skills.
• Participate in the recruitment process of new support agents.
• Identify and implement process enhancements to improve the efficiency of the customer support function.
• Work closely with other managers and departments to ensure a seamless customer experience.
• Processes automation.
• Report to Head of Customer Support.

Qualifications:

• Excellent written and verbal communication skills in English (B2 or higher).
• 2+ years of experience in a customer support or team lead role.
• Strong understanding of customer service metrics and quality assurance processes.
• Excellent leadership, communication, and interpersonal skills.
• Analytical and innovative mindset with the ability to interpret data and drive performance improvements.
• Proficiency in customer support software and tools.

We offer:

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

• 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 our team and be a part of delivering exceptional customer experiences on a global scale!

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