Support Team Lead 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 is theteam. We believe in people, common values ​​and that the brave always have happiness.

We are looking for a Support Team Lead who will join the team and courageously take responsibility for ensuring the high-quality functioning of the support department.

What will need to be done?

—Ensuring effective distribution of tasks and workload among team members.
—Development and optimization of internal processes to improve team performance.
—Interaction with other teams and departments to ensure consistency of action.
—Regular evaluation of employee performance.
— Providing feedback and conducting evaluation meetings.
—Organizing and conducting trainings for improving the skills of employees.
—Conducting support quality audits.
—Developing and implementing customer service quality standards.
— Handling complex or escalated customer requests.

What do you need to join us?
—One year of work experience in a similar position or 2 years of experience in a support agent position;
—Ability to consider business needs when setting up/working with OKRs, planning;
- Confident knowledge of English (B2-C1);
- Experience with Zendesk or other helpdesk systems; ;
— Share SELECT team values.
— Must be onboarded as a support agent for up to 4 weeks before starting direct duties.

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 abroadtrainings, 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 to visit the office< /strong>

You decide for yourself whether to work remotely, in the office or combine these options. Our Kyiv office is open 24 hours a day in compliance with all health and safety 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!