Customer Integration & Support Lead in Bubibo

13 серпня 2024

Customer Integration & Support Lead

Київ

Bubibo — a pioneering pet-tech startup seeks a highly skilled and experienced Success Dpt Lead.

We have developed a comprehensive digital ecosystem of services for pet owners and professionals in the pet care industry, including veterinarians, groomers, and dog trainers. We are committed to providing high-quality and affordable digital services that empower pet owners to better understand and care for their furry friends, simplify routine care, and ensure long, happy lives for pets.

Our mission is to transform the pet-care industry in Ukraine and expand our footprint into Western markets with our innovative product.

Location: Ukraine (Kyiv office)

As a Lead of Success Dpt, you will manage a support team for both B2B and B2C clients and a team that integrates our system into pet care institutions.

You will have close cooperation with Sales Dpt, Product representatives, Technical teams, Marketing team.

Your mission will be to create an engaging working environment, foster cross-functional collaboration, and continuously improve customer experience.

Responsibilities (What you’ll do):

• Overall responsibility for managing the Success Dpt team, both support and integration.
• Define service level agreements (SLAs) and performance metrics to enhance customer satisfaction and operational efficiency.
• Analyze our current support KPI’s and processes and suggest improvements where required.
• Conduct regular performance evaluations for support, including communication, case-resolving and correspondence to indicated standards.
• Provide feedback and ensure stable mentorship.
• Process feedback from clients.
• Recruitment and onboarding of new team members, ensuring they align with company values and service standards.
• Collaborate with departments and teams to gather relevant information and updates for internal communication materials.
• Optimize customer support tools and systems (CRM, etc).
• Ensure processes are well documented, create trouble-shooting guides and ensure customer response templates are up to date.
• Present key KPI’s and stats to senior management.

Requirements (What We Look For):

• Minimum 2+ years of experience as a support team lead.
• Advanced English (C1 level) with excellent written and verbal communication skills.
• Excellent leadership, communication, and interpersonal skills: You will be at the helm of a growing team, so strong leadership abilities are essential. This role involves engaging with multiple teams within the company and effectively communicating with a wide range of stakeholders.
• Outstanding problem-solving abilities: You possess strong analytical and logical skills, enabling you to break down and examine issues to identify their underlying causes.
• Strong customer service skills and a passion for helping others.
• Ability to multitask and pay a lot of attention to details.
• Maintaining excellence under pressure: You are ambitious, uphold rigorous standards, and excel in a fast-paced, high-energy environment

Will be a benefit:

• Own equipment
• Knowledge of foreign languages besides English
• Knowledge of Notion, CRM systems, Chat and Phone systems, omnichannel service experience, etc
• Having a pet 😉

We offer:

• Opportunity to work for ukrainian startup with an important and interesting product
• Scheduled performance-based salary reviews every six months after the probation period
• Official employment (full-time, permanent contract)
• 17 paid vacation days, which do not expire, plus an additional 5 days off
• 5 days of sick leave without medical confirmation
• Up to 30 days of sick leave with medical confirmation
• Medical insurance

The recruitment process looks like this:

1. HR interview

2. English test + voice message

3. Technical interview (60 min)

4. Final Interview (30 min)

Schedule:

09:00 — 18:00, Monday-Friday (flexible)