Support Team Lead (вакансія неактивна)

We’re looking for a talented and experienced Support Team Lead to join our team. The ideal candidate will lead our technical support specialists, ensuring top-notch customer service while optimizing support processes with AI automation. Experience with Zendesk is essential, and a background in automating support processes is a huge plus.

Requirements

• 1+ years experience on the same position
• English level: Advance (writing, grammar, speaking)
• Leadership Skills: Proven ability to lead, inspire, and motivate a team to achieve high performance.
• Empathy and Customer Focus: Understanding customer needs and ensuring their satisfaction through high-quality support services.
• Zendesk Experience: Proven experience working with Zendesk is mandatory.
• Communication Skills: Excellent verbal and written communication skills to effectively interact with team members and customers.
• Problem-Solving Skills: Strong analytical abilities to quickly and effectively resolve issues faced by the team or customers.
• Analytical Skills: Ability to analyze data and reports to make informed decisions and drive process improvements.
• Organizational Skills: Excellent planning and organizational skills to manage team tasks, resource allocation, and project timelines.
• English level — Advanced

Will be plus

• Background in automating support processes
• Experience in using AI for resolve work issues

Key Responsibilities

• Team Leadership: Organize, coordinate, and motivate the support team, ensuring effective work and high productivity.
• Quality Control: Monitor and evaluate the quality of support services, identify and address issues, and ensure adherence to service standards. Establish and monitor key performance indicators (KPIs).
• Control answer in zendesk’s tickets, appstore and google play review, refund’s issues and chargebacks
• Influence Product Quality: Quickly respond to user requests, relay issues to development and testing teams, and ensure problem resolution.
• Process Improvement: Identify and implement enhancements to workflows, optimize department operations to improve efficiency and service quality.
• Cross-Department Collaboration: Work with other departments to solve complex issues and ensure coordinated operations.
• AI Automation Implementation: Leverage AI technologies to automate and optimize support processes, enhancing overall efficiency and customer satisfaction.
• Schedule — This role primarily follows standard business hours but requires flexibility for a rotating schedule, including occasional weekends. We strive to manage schedules in a way that respects personal time and commitments.

What We Offer:

• Work on a popular product in Tier 1 countries, ranking in the top 3 in its niche.
• Continuous improvement of custdev and deep engagement with the automatization process.
• Impact on key business metrics.
• Space to implement your ideas and influence the product.
• Competitive salary
• Office in Lisbon (relocation package) / remote work
• Medical insurance
• Sport compensation
• In-house English courses
• Compensation of educational events, courses
• Corporate events