Customer Support Team Lead

Компания "Фаброс"

We are now looking for a Customer Support Team Lead to build, develop, and guide our in-house support team for flagship product, used by millions of players around the world.

If you are passionate about building high-performing teams, improving processes, and shaping exceptional user experience — this role is for you.

Key Responsibilities

• Build and lead the in-house support team (hiring, onboarding, training, feedback, performance).
• Set up and optimize support operations: SLA, prioritization, quality control, workflows, and metrics.
• Ensure smooth transition from outsourced support to an internal team without loss of quality.
• Monitor ticket handling quality, maintain documentation, templates, and knowledge base.
• Collaborate with Development, QA, Marketing, Legal, and SMM on issue escalation and user insights.
• Drive process improvements, implement automation and AI tools to increase efficiency.
• Prepare regular support performance reports and present key findings to stakeholders.

Contribute to product and user experience improvements through data and feedback.

Requirements

• 3+ years of experience in Customer Support, including 1+ year as a Team Lead, with experience in relevant projects such as mobile apps or games.
• Proven background in managing or restructuring support for large-scale products (1M+ users).
• Deep knowledge of Zendesk (configuration, automation, dashboards, SLA).
• Experience working with multi-language, multi-channel support (email, social media, app reviews).
• Experience implementing AI or automation tools.
• Strong understanding of support metrics and how to build processes around them.
• Collaboration experience with Development and QA teams (escalations, Jira workflows).
• Excellent communication and leadership skills.
• English B2

What We Offer:

• Employment in accordance with the Labor Code of the Republic of Belarus (the company is a PVT resident).
• An extended health insurance policy from the first month of work.
• Additional payments for sick leaves and days off.
• Sport Days, Teambuilding Events and Parties.
• Breakfast and healthy snacks in the office.
• Gifts and bonuses for employees on significant dates (birthday, wedding, birth of children).
• Relaxation room in the office.
• Competitive salary and benefits package.
• Opportunity to work with a talented and passionate team in a creative and dynamic environment.
• Flexible working hours and remote/office work options.
• Career growth and professional development opportunities.
• A fun and inclusive company culture that celebrates diversity and creativity.

• * The position has been posted in anticipation of its official opening.

  * Вакансия открыта в связи с перспективой потребности в работнике.

  
  Join us and let’s create great product together!

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