Customer Support Team Lead in Everhelp

EverHelp is a project in the Genesis ecosystem. We’re a team of professionals, that’s developing outsourcing support services for plenty of products all over the world at a dynamic tempo. The project launched in 2021, and we’ve experienced a yearly growth rate of +82%. Since February 2022, we’ve managed to preserve all our workplaces and, most importantly, we continue to strengthen our team while maintaining an employee satisfaction rate of over 90%.

Our statement:

• We’re against war and unjustified aggression,
• We evacuated all the teammates and their families from the frontline, helped them find a new place to live and provided financial support,
• We provided the team with charging stations,
• We continue to work together for the future of Ukraine.

We’re growing rapidly, and that’s why we’re focusing on building a new in-house Support Team now. We’re on the lookout for a professional Customer Support Team Lead, who’ll be taking care of a new team.

The main mission of this role is to provide high-quality service and to do everything needed for the team to achieve their goals.

Your future responsibilities include:

• Providing direct supervision and guidance to a team of support agents,
• Monitoring the performance of support agents, including call quality, response times, and issue resolution,
• Offering real-time feedback and coaching to help support agents improve their performance,
• Handling escalated customer issues and complex problems that cannot be resolved at lower support levels,
• Providing ongoing coaching and 1–1 sessions to ensure the agents’ understanding of the processes and flows, build trust and cooperation within the team,
• Executing the newbies’ onboarding and ensuring the newcomer has all the necessary tools, accesses, and knowledge to successfully start their shifts,
• Continuously monitoring the team’s performance and adherence to key performance indicators (KPIs),
• Fostering a collaborative and cohesive team environment where support agents can share knowledge and best practices,
• Using performance metrics to identify areas for improvement and implement corrective actions,
• Assessing the skills and development needs of team members,
• Working with individual team members to create professional development plans and help them achieve their goals,
• Workforce management: ensuring 24/7 shift coverage as well as proper performance on the shift; ensuring smooth transitions and handovers between shifts, sharing important information and updates with incoming and outgoing teams,
• Executing other tasks from the Direct Line Manager to ensure the service is delivered according to the SLAs.

Needed experience & skills:

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

Work with EverHelp is about:

• Opportunity to join the Ukrainian company and help the Ukrainian economy,
• 20+ vacation days and unlimited sick leaves,
• Medical insurance and +10 Healthcare leaves for mental & physical recovery,
• Continuous learning & development inside a team and on an individual level: compensation for professional webinars, courses, conferences, etc.,
• Ability to work from Lviv & Kyiv offices with free breakfasts and lunches or fully remotely,
• Team of professionals who’s ready for knowledge sharing, internal professional communities, team buildings,
• Free sport classes, corporate discounts for gym membership and for other different services like medical services, language schools, etc.