Customer Support Team Lead in Zeely, Inc.

Customer Support Team Lead

Warsaw (Poland), remote

We are looking for a Customer Support Team Lead with more than 2 - one year of experience in a similar role and fluent in English, who will lead the Customer Support team and maintain high standards of service quality for our customers.

Zeely is a mobile application that helps small businesses promote their products and services with the help of AI-generated creatives and online advertising. We are Google for Startups and Meta partners, TechCrunch and Forbes wrote about us, and most importantly, we have more than 50,000 users in the US and continue to grow rapidly.

What you need to join us:
- 2+ years of experience in the role of Customer Support Team Lead/Customer Support Supervisor
- minimum 4 years of experience work in the Customer Support team
- experience working with Intercom software products and services or other automated support solutions
- experience in building processes in the customer support team, ability to organize and plan the work of the department
- analytical thinking , using metrics to optimize work
- organizational and management skills, excellent communication skills
- command of written and spoken English at the Upper-Intermediate level and above.

Will be a plus:
- experience with SaaS platforms and mobile applications.

You will have the following tasks and challenges:
— management of the customer support team — distribution and management of workload, adaptation of customer support agents
— control the KPI of the team, quality of service and speed and timeliness of responses to customers
—participate in the hiring process and team expansion
—create a favorable atmosphere within the team and increase its productivity
—automate and improve work processes
— collect statistics and generate reports
- maintain necessary Intercom product knowledge
- interact with product, marketing and development teams.

We offer:
- competitive salary
- remote work format - work where you are comfortable
- work in a growing company at 30-40% month-on-month in the US market
- opportunities for growth within the team.