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Вітання! Ми — YouScan, успішна продуктова компанія родом з України, чим ми надзвичайно пишаємось.
9 листопада 2020

Head of Customer Support (вакансія неактивна)

Київ

YouScan is an AI-powered social media intelligence platform that helps companies listen to their customers and improve
We’re a Ukrainian product company with a strong internal culture.
YouScan is the market leader in Eastern Europe, and it’s currently focused on expanding its operations in the English-speaking markets.
We work with well-known brands such as Nestle, Coca-Cola, McDonald’s, and PepsiCо to analyze consumers’ opinions and improve their products and services for them.
One of the distinguishing features of our company is customer-oriented support and customer success.
YouScan Support Team is looking for an excellent Team Lead.

What would be your responsibilities?

Hard skills:
— 1+ year in managing a customer support team.
— Advanced level of English.
— Excellent communication skills and a customer-oriented approach.
— Excellent writing skills (in Ukrainian, Russian and English)
— Profound user of common software applications.
— Familiar with customer care systems and practices.

Soft Skills:
Teamwork. You are expected to undertake delegated work; contribute as an active member of the team; motivate others and provide leadership and direction for the team. This also covers hiring of new colleagues; coaching, appraising and giving guidance or advice to team members on specific aspects of work.
Planning & organizing. Covers organizing, prioritizing, and planning time and resources.
Communication. Conveying basic factual information clearly and accurately; in the most appropriate format; and explaining complex or detailed information.

Duties:

— Lead the team of customer support specialists toward customer support excellence objectives. Manage team load by precise planning of resources.
— Take part in recruiting specialists and onboard new members.
— Design, launch, document and continuously improve the effective and efficient processes of resolving customers’ support requests.
— Resolve problems by clarifying the customer’s complaint; determining the root cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
— Moderate support content in chats and offer improvements.
— Manage customer support Knowledge Base: compile information from a wide variety of sources and then interpret and present it in the form of new support topics, involve internal