Customer Support Lead (Remote, English C1)

Who we are:

А product IT company that is launching an innovative product in the education sector, currently presented as a content monetization platform integrated into the social network Sociala.com.

Who we need:

A proactive and responsible Customer Support Lead who is ready to take on the management of customer support processes, actively grow the team, and create materials for the knowledge base. In this role, you will play a key role in building the support system from scratch and shaping its future.

Your responsibilities:

• Build a customer support team from scratch: recruitment, training, and role distribution.
• Manage incidents and resolve issues reported by internal departments;
• Develop and implement service standards, incident response protocols, and escalation procedures;
• Maintain constant communication with technical and non-technical teams to ensure understanding of issues and their resolution timelines;
• Develop and implement monitoring systems to track platform performance and incidents;
• Identify opportunities for improving platform performance and user experience through incident analysis and collaboration with other departments;
• Organize and coordinate the work of the entire customer support service across all communication channels (email, chatbot);
• Develop strategies to improve customer satisfaction, retention, and growth in line with our business goals;
• Set up systems to track and manage customer inquiries;
• Collaborate with other departments to resolve technical issues and improve the product.
• Develop training materials and instructions for the support team and customers.

What we appreciate:

• Attention to detail;
• Strong communication skills;
• Analytical abilities;
• Problem-solving skills;
• Self-organization and proactivity.

Requirements:

• At least 1 year of experience as a Customer Support Lead;
• English language proficiency at C1 level;
• Skills in analyzing performance metrics and identifying trends to drive improvements;
• Ability to adapt to changing circumstances and solve complex problems effectively;
• Knowledge of support systems and experience in building processes;
• People management skills; ability to motivate and manage a team;
• Ability to resolve conflicts within the team and provide solutions to difficult situations;
• Skills in analyzing performance metrics and identifying trends to drive improvements.

Would be a plus:

• Salary expectations mentioned in the cover letter;

What we offer:

• High salary based on the results of the interview and your professional level;
• Timely payment in foreign currency;
• Total compensation for total contribution system;
• Support for initiatives and professional development;
• Payment for educational courses and certifications;
• Working on a socially significant project;
• Opportunity to directly influence the project, its development, and optimization;
• Open culture and a team that fosters continuous growth;
• Space for fulfilling professional ambitions and career growth;
• Opportunity to realize your management ambitions and ideas;
• No bureaucracy and a startup spirit;
• Working in the international market;
• Annual bonuses for effective work and results.

Stages of the process:

• We will contact you to schedule a convenient time for an interview;
• During the interview with HR, we will discuss your goals and experience;
• In an interview with your future manager, we will discuss tasks and priorities and explain how the workflow is organized;
• During the interview with the hiring ambassador, we will see how aligned we are in terms of values;
• We will request references from your previous employers;
• We will send an offer.