Support Team Lead in SKELAR

SKELAR is a venture builder that builds international product IT companies according to the rules of the venture capital world. Together with co-founders, we gather strong teams to launch product IT businesses and win in global markets.

We are currently looking for a Customer Support Team Lead for one of our businesses - Liven.

Liven creates an ecosystem of products that help people better understand themselves, control their thoughts and, as a result, feel better.

We believe that self-discovery is a life-long journey and that is why we are building a self-discovery companion app that makes this journey understandable, pleasant and interesting. We started with an application that has already been installed by one and a half million users and are gradually adding new services to it. We are launching online sessions with experts and nutritional supplements to restore the body.

The Liven team grows like a fractal, where each branch develops independently, but repeats the general approach. Each of us has an impact on business results, but we act independently. As a result: fast scaling without losing identity.

If you are driven by the idea of changing the lives of users - let's meet!

In the role of Customer Support Team Lead you will lead a structure of 5 support teams.
Your mission is to set up processes so that when actively scaling the business, we do not lose team productivity and continue to develop personalized approaches to users. This is a challenge for a leader-owner who is ready to build systems, manage metrics and develop an ACE (Aspiration, Collaboration, Entrepreneurship) culture.

What challenges await you:
—Lead and Scale: You will lead a direction of 5 teams. Your priority is the mentorship of Shift Leads: you will help them unlock their potential and grow into strong, autonomous managers.
—Operational Excellence: Keep agents' workload and productivity under control. Your job is to ensure smooth 24/7 support and SLA compliance.
—Process Ownership: Build, test and improve processes. You find places where the team gets bogged down in routine and automate it, freeing up time for complex cases.
—Data-Driven Strategy: Development of KPI and bonus system. You make decisions not intuitively, but based on numbers and deep analysis of metrics.
—Cross-Team Collaboration: Ensure synchronization within the department. You combine the efforts of teams and Shift Leadsin order to solve operational problems quickly and coherently.
—Workforce Planning: Strategic planning. You forecast the workload for the month and organize work 24/7 so that the team has a healthy balance.
—Team Growth: Hiring management. It's important to us to hire the right people who will strengthen the culture and help the business grow.
—AI Innovation and automation: Working closely with the operations team to train our AI agent. Technologies should evolve with us, complementing the work of people.

What is important to us:
—Proven Leadership:Proven experience of team leadership in Support or CX. You know what it's like to build a process from scratch and be responsible for it.
—Analytical Mindset:Ability to "read" metrics. You understand the nature of numbers and know how to balance the team's workload, relying on data, not on intuition.
—Structural Thinking:Ability to organize and see the overall picture of the business (helicopter view).
—Agility & Speed: Comfortable working in a dynamic environment. Flexibility, speed of decision-making and the ability to adapt when plans change on the fly.
—Proactive Ownership: You don't need permission to improve something. Critical thinking and constant search for better solutions is your base (ACE mindset). You know how to create an atmosphere of trust and involvement in the team.

It will definitely be a plus:
—Product Company Background: Experience working in a product company where everything moves quickly (unlike classic outsourcing).
—Passion for Mental Wellbeing: Interest in the topics of psychology, mental health or mindfulness.
—English Proficiency: Advanced level — for free communication with the team and understanding the context of our global users.

Why Liven?
People come to Liven to realize their aspiration. Here's how we support you while you grow with us:
— A culture where your ideas are heard and initiative is welcomed;
— A team of more than 200 driven professionals that is constantly growing;
— Health insurance, your own doctor and massage;
— Internal communities—we share experiences and build skills;
— Sports and hobbies: functional training, yoga, running, board games and more;
— Opportunities for continuous learning and professional development;
— Meaningful work — what you do really affects the quality of lifety people.

In addition to businesses, we are developing the charitable fund SKELAR foundation, which was created by company employees. As part of the initiative, we create and finance projects that contribute to overcoming the consequences of the war and rebuilding Ukraine.

SKELAR is an environment for self-realization of people who are able to create successful companies. We call such companies the next big everything. We believe in their power and scale.

We plan to continue to develop tech businesses, conquer global markets and work for the victory of Ukraine

Let's build the next big everything together!