Support Quality Assurance Manager (Support Team) in Bykova Recruitment Agency

Our client — 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. The company was founded in 2019. In 4 years, it grew from 3 to 170+ people in the team and opened offices in Kyiv, Warsaw, Nicosia and London.

Products of our client help millions of people around the world develop through samaras, courses, games, infographics.

The application is #1 in the world in the book samara niche.

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• It is included in the top ten educational applications of the App Store.
• The product has been downloaded by more than 18M+ users in the world.
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• Apple brings it to the top of the App Store in 140+ countries.
• The app is installed on Apple devices in offline Apple Stores in 35 countries.

The core of our client's achievements and core value is the team. We believe in people, shared values ​​and that the brave always have happiness.

What will need to be done?

- Develop, implement and optimize processes to ensure the quality of the department's work ;

— Conduct audits and provide analytics on existing processes;

—Maintaining the relevance of documentation and automated resources of interaction with clients;

—Leading projects from the moment of research to relevance and ending with delivery to production ;

— Reporting;

— Onboarding and training of support agents;

—Control and quality assurance of support 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 in support;

— Ability to deliver feedback (especially corrective);

— Experience with Zendesk or other helpdesk systems;

— Level of written English Advanced and above;

— Willingness to work in a team and be proactive;

— Split values ​​of the SELECT command;

- Before starting to review agents, a 6- to 8-week support internship is required.

What we offer:

Professional and personal growth

— Access to the corporate knowledge base and professional community from the first day of cooperation;

— 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, to comprehensively develop together;

— Personal development plan.

Your health is important to us

• Medical insurance;
• Corporate doctor and in-office massage.

Hybrid mode of operation with the possibility to visit the office

You decide for yourself whether to work remotely, in the office, or combine these options. Our Kyiv office is open 24 hours a day, observing all safety and health measures. We also have offices in Warsaw, Nicosia and London.

Corporate vacation

Twice a year, we all go on a one-week paid vacation together to rest and recharge.

Interested? Then send your resume! Together we are strength!