Customer Phone Support Manager (with English, Night shift) in Poster

Poster is the first Ukrainian cloud-based restaurant business automation system. 10 years ago, Poster replaced iron dinosaurs with servers in warehouses with a simple and convenient solution. Currently, 23,000 establishments in Ukraine and 100 other countries work with Poster. Our mission is to make doing business easier for entrepreneurs around the world. The heart of the company is in Dnipro, we also have a local office in Mexico, and dealers and partners in Europe.

Night Customer support Manager (Telephone customer support manager) - helps Poster customers familiarize themselves with the product and all components of the automation system, answers in the telephone and text mode to simple and difficult questions, collects feedback. (Until 11 p.m. only calls, after 11 p.m. until 8 a.m. hybrid, i.e. calls + chats)

Our telephone support is unique, because you will communicate with owners, administrators and other employees of cafes, bars, restaurants and maintain long-term relationships. Your task is to help with benefit, simplicity and care. This is what we teach and support in our company culture, with a 97% customer satisfaction rate with our support. We will not limit you with average conversation length metrics or scripts, because the main thing is to help the customer.

We are made for each other if you:

• Understand that respect and care for of the client is a must have.
• You have experience in customer service, call center, sales from 1 year (it is not necessary, but it will be an advantage)
• You have a great desire learn and develop quickly.
• Able to explain complex things simply.
• Confident written English at Strong Intermediate level and above.
• Excellent oral and written communication skills.
• Attentive to details and deadlines.
• Ready for 2/2 20:00 to 08:00 hours. (But training for 5 weeks in the schedule 5/2 9:00 - 18:00)

What you will do:

• Respond to customers in chats and phone and help them with simple and complex questions. On average, these are 40-50 requests, of which 30% will be chat with English-speaking customers, and 70% with Ukrainian-speaking customers.
• Lead and monitor customer questions and requests from the beginning to full resolution.
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• Together with the Customer Support and Customer Success teams, be responsible for ensuring that customers receive the best support and are satisfied Poster.
• Constantly study the product and its functions, monitor new features.
• Notice and collect feedback, common problems and bugs to make the Poster product better together with other teams.
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• Poster is 260 colleagues who are boundlessly in love with restaurants.

From us you will get:

• Paid training, preparation for joining the team.
• Support at every stage of work from a mentor, team leader and team.
• A step-by-step plan for your development and mentoring, regular and honest exchange of feedback.
• Transparent grading system from Junior to Senior, according to which you will grow in salary. You will be able to grow in terms of skills and take on additional tasks within the framework of the main working time. The opportunity to build a career in other areas within the company. Our Support has moved to Advanced Support departments , Foreign Support, Success, Marketing, Onboarding.
• Internal courses and training.
• Practical understanding of how processes work in a product IT company.
• An environment where freedom of thought prevails, initiatives are born, there is no bureaucracy. Your idea can be brought to life on team, department or company levels.
• Warm team atmosphere, we even wear slippers in the office.
• Modern equipment for work.
• 20 calendar days of vacation.
• Unlimited sick leave without the need for certificates.
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• Flexible work format - remote, in the office or hybrid.
• Comfortable and equipped office in the center of the Dnipro.
• Stable and timely payment of a competitive salary.
• New friends, because we can not only work, but also rest together