General Support Team Lead in Uniwell

Uniwell is an international service company that is part of the Genesis ecosystem and provides support to users in the field of Health & Fitness in more than 100 countries around the world. Since 2019, we've been helping people achieve their fitness and wellness goals through support on the Unimeal, MadMuscles, and HARNA apps—not just answering questions, but making them feel supported, motivated, and confident every step of the way.

Our team already has 200+ specialists, but we're continuing to grow and are looking for aGeneral Support Team Lead. In this role, you will be responsible for managing the General Support team, maintaining agent productivity and high quality customer service through coaching, KPI monitoring and effective communication.

Your future tasks:

• Managing a team of up to 20 agents and up to 2 shift leaders;
• Conducting 1:1 meetings, providing feedback and coaching agents and shift leaders; 
• Monitoring of KPIs, targets and team performance; preparation of reports and suggestions for improvement;
• Organization of work schedules, shift coverage, vacation and sick leave management;
• Cooperation with the quality department on conducting calibration meetings and quality control of ticket processing;
• Onboarding of new agents and team leaders; supporting the development and training of the team;
• Working with conflicts, crisis situations and ending cooperation with agents;
• Cooperation with recruiters: checking test tasks, conducting interviews, supporting the hiring of new employees;
• Ensuring transparent communication, following policies and maintaining a healthy atmosphere in the team.

We expect from you:

• Experience managing a support team (preferably 10-20 agents), including conducting 1:1s, providing regular feedback and coaching for employee development;
• Experience in customer support (including email support) and understanding of core support team processes;
• Strong analytical skills: ability to work with KPIs, targets and team performance metrics, analyze results and formulate recommendations for improvement processes;
• Experience with customer support systems (Zendesk or similar);
• Business orientation: understanding the impact of team work on customer experience and business results, the ability to make decisions that increase the efficiency of processes; 
• Experience in organizing team work in a dynamic environment and the ability to quickly adapt to changes;
• Developed emotional intelligence, the ability to resolve conflicts and maintain a healthy team atmosphere;
• Strong communication skills: the ability to clearly communicate information, document processes, decisions and changes;
• High responsibility, attention to detail and the ability to independently monitor processes without constant micromanagement.
  
  

We offer:

• Work schedule 5/2, so you can balance work and personal life;
• Completely remote work format from anywhere in the world (on your own equipment);
• Medical insurance after the trial period (3 months);
• 21 days of paid vacation and unlimited sick days;
• Corporate discounts on gym memberships and other wellness services;
• Opportunities for career growth - we value development and training and provide a space where you can reveal your potential;
• Working with products that really help people achieve their sports goals.

Recruitment process: interview with a recruiter > technical interview > final interview>offer 

Do you want to change people's lives for the better? 
Then Uniwell is the right place! Submit your CV and take the first step towards a career that matters