Customer Support Team Lead

Full time
Remote

Everhelp is a team of professionals creating fast-growing outsource support services for products all over the world. We are always looking for optimistic, proactive candidates who would not only possess substantial field expertise but would also empower the growth team with a relentless drive to turn ideas into actionable hypotheses and then into working business solutions. We are looking for Customer Support Team Lead to manage a support team of up to 10 Customer Success Representatives to deliver a superior customer experience

Responsibilities:

  • manage the support team;
  • monitor the KPIs of the team, the quality of service and the correctness of responses to customers;
  • ensure that every customer is efficiently onboarded and gets an answer to all their doubts;
  • create a healthy climate in the team and increase productivity;
  • form a team, participate in the hiring process;
  • automate and improve workflows;
  • acquire and maintain relevant knowledge of Zendesk solutions and products;
  • participate in global and cross-company projects to improve our products and optimize our users’ experience

Requirements:

  • advanced/proficient English level;
  • organizational and management skills, excellent communication skills;
  • experience in optimizing processes and increasing the efficiency of used resources.;
  • ability to organize and plan the department's work;
  • experience with Zendesk software products and services;
  • previous experience in QC / Team Lead positions experience in creating processes within the support team;
  • stress resistance and business orientation.

What do we offer?

  • Work in a team of professionals and with an audience of more than one million a month;
  • Philosophy and conditions for your continued growth and development;
  • Large space for the involvement of their own ideas and influence on the product.
  • Large electronic library and access to fee-based online courses and conferences, internal talks and workshops.

Apply now

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