Customer Care Online Monitoring Specialist Senior in Uklon

Uklon is a product IT company that develops a leading ride-hailing service. Every day, the powerful Uklon team pumps one of the largest infrastructures in the market of Ukraine and beyond, ensuring the interaction of drivers and riders.

We create a highload product, behind which are hidden ambitious technological challenges, continuous innovations and non-obvious moves. Our work framework is to test new hypotheses, push your ideas and use the latest technology stack.

Join us as: Customer Care Online Monitoring

Hiring process:
Introduction, test task and final meeting.

For details on how to meet our team, see Angela, Recruitment Spesialist

What we offer specifically for this role:
• the opportunity to directly influence the work flow of agents, processes
• your place is here, if you want: not just to "work with people", but to pump up a strong team
• the opportunity to directly influence the product "today" and see the result of your work already "tomorrow"
• a modern approach to building processes using powerful IT solutions
• the opportunity to improve your skillset in working with the Uklon community of experts
• support and implementation of your ideas and initiatives
• immersion in the company culture, which considers each employee significant and valuable
• regular performance & salary review

How exactly you can influence the development of the company:
• distribution and monitoring of responsibilities within (or within) the work shift
• timely response to critical problems/errors in the work of services
• helping less experienced employees to make the right decisions regarding client situations
• communication with other departments and processing requests
• reporting within (or across) the work shift
• operational processing of requests that require confirmation

Challenges for three months:
• ensure daily monitoring of SLA, AHT, Available and queues in real time.
• identify and record all deviations with a mandatory explanation of the reasons in Slack.
• propose at least 3 improvements to online monitoring processes that will reduce the number of incidents or stabilize the SLA.

To achieve results, you will need:
• 3 years of specialist monitoring experience
• ability to multitask and effective time management. analytical skills

How do you manage your working hours?
• 2/2 12-hour work shifts (from 05:00 to 17:00, 13:00 to 01:00)
• days off with retention of reward: 20 for personal needs, 1 more for birthday, 10 after illness, until the 8th for a donation of a crov

How will you improve your skills in Uklon?
• internal exchange of knowledge, mentoring programs and trainings for the development of soft and hard skills
• obtaining profile certifications for IT experts
• corporate library and subscriptions to information resources
• personal/team budget for training
• corporate discounts and compensation English lessons 
• long-term training for managers

Care and support
• health insurance in Ukraine
• paid sessions with Pleso psychotherapists
• provision of their soldiers in the Armed Forces with ammunition and medicines
• gamification, gifts, raffles and discounts from partners
• sports events and corporate team building
• wellness programs (workshops of emotional support)
• massage weeks in the office in Kyiv
• promotional codes for trips with Uklon

Regular Sport Activities:
• Uklon Football every week
• Uklon Online & Offline Yoga every week
• corporate discounts, partial compensation for sports classes

Corporate social responsibility

Uklon is a socially responsible business and is among the TOP-10 largest donors for support defense forces and humanitarian initiatives among Ukrainian businesses in the IT and telecommunications sector. The total amount of financial support and investments of Uklon, including corporate contributions of the company and charitable contributions of the founders, in support of the Armed Forces, volunteer movements, CSR projects and charitable initiatives, for the period from January 2022 to July 2025, amounted to more than 230 million hryvnias. The company is also the most responsible taxpayers in the IT sector, having paid 680 million hryvnias in taxes based on the results of their activities in 2024.

And in order to attract the community of Uklon riders to charity, one-time and regular donation functions were added to the application. 

*We understand the importance of feedback and aim to provide it within 7 working days. If there was no answer, don't be upset: it's just that the match didn't take place this time. We are sincerely grateful for your step forward and believe that your experience will definitely meet with a future role at Uklon