Support Quality Assurance Manager in Headway

— EdTech startup that creates microlearning products. It is included in the GSV 150 list of the world's most influential companies transforming digital learning and specialist skills. Headway products help develop millions of people around the world through training, courses, games, infographics. The main one is the Headway app. The application is #1 in the world in the niche of books. Included in the top ten educational applications of the App Store. Headway has been downloaded by over 18M+ users worldwide. Apple brings it to the top of the App Store in 140+ countries. The Headway app is installed on Apple devices in offline Apple Stores in 35 countries. Headway is Ukrainians who launch social and charitable initiatives that bring the victory of Ukraine closer. The core of our achievements and the main value is the team. We believe in people, shared values ​​and that the brave always find happiness. Together with our Head of Support Alyona Sharai, we are looking for a Support Quality Control Manager who will join the remote team and courageously take responsibility for ensuring the quality functioning of the support department. What will need to be done?— Monitoring and ensuring the quality of work of support agents; — Onboarding and training of support agents; — Maintaining the relevance of internal and external knowledge bases; — Regular analysis and reporting of agents' performance; — Carrying out training activities for agents. What do you need to join us?— From 1 year of experience as a Support Manager in an IT company; — Practical experience of Quality Control work in the caliper; — Ability to deliver feedback (especially corrective); — Experience with Zendesk or other helpdesk systems; — Level of written English Advanced and higher; — Willingness to work in a team and be proactive; — Split the values ​​of the SELECT command. — Before starting the verification of agents, it is necessary to complete an internship in support for 6 to 8 weeks. What we offer: Professional and personal growth Access to the corporate knowledge base and professional communities from the first day of cooperation. Personal development plan. Compensation for learning English, studying at external trainings, seminars and courses, as well as Business and Management School for employees. Lectures on psychology, culture, literature, history, info-hygiene, in order to comprehensively develop together. Your health is important to us Medical insurance. Corporate doctor and massage in the office. Hybrid mode of operation with the possibility of visiting the office You decide for yourself whether to work remotely, in the office or to combine these options. Our Kyiv office is open 24/7 with all safety and health measures in place. We also have offices in Warsaw, Nicosia and London. Corporate vacations Twice a year, we all go on a one-week paid vacation together to rest and recharge our batteries. Interested? Then send your resume! Together we are a force!