User support team leader (working with RozetkaPay payment accounts) in EVO

RozetkaPay is a payment service that provides convenient, fast and reliable payment services both online and offline, and the purchase process makes it simple and secure.

RozetkaPay is part of the EVO-Rozetka group of companies. The payment service was created on the basis of the country's most famous marketplaces, which are used by millions of Ukrainians. Our services are already used by Rozetka, Prom, Vchasno, Bigl, Shafa, HelpVolunteer, Vodafone, Robota, Yakaboo and others.

About the team:

RozetkaPay EVO has more than 170 specialists who are engaged in the development of the payment system and other financial products, as well as launching and supporting our solutions on the resources of key partners.

In the team of the operations department (in which this vacancy is open) currently 35 specialists who are divided into verticals and teams in separate areas. We are currently looking for a specialist for the position of head of the accounts department. This is a new role in a new direction that requires process and team building.

What's important for this role:

• experience in building customer service (improvement of the product for the customer, selection of optimal communication channels, providing high-quality assistance);
• understanding the logic of the work of client accounts in banks or financial companies;
• willingness to build a team from scratch, understanding how to organize its work;
• skill create new processes and optimize existing ones;
• the ability to properly escalate issues affecting the work of services and nps users;
• the ability to work in multitasking mode with a large amount of information and arrays of data.
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Would be an advantage:

• experience in a similar position in a bank or financial company;
• knowledge of task accounting systems: Jira or similar (creating/executing tasks) , user request accounting systems (Kayako, ZenDesk, Omnidesk, etc.).
• deep understanding of SDLC.

Tasks:

• Recruitment of a team from scratch, organization and coordination of work, ensuring its effective functioning.
• Construction and adjustment of product user support processes.
• Classification of user requests and incidents, control over their implementation.
• Control of compliance with SLA, resolution of conflict situations.
• Formation of reporting on indicators.
• Preparation of documentation/scripts/templates for the team .
• Ensuring effective interaction with other departments to achieve common company goals.
• Active participation in the description of requirements for the IT team regarding software development and testing support.
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  Software that will be used in the work:

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• GAP, Cashdesk - self-developed administrative panels;
• Zendesk;
• Jira, Confluence;< /li>
• Slack, Telegram, Gmail;
• Timely.EDO and Timely.KEP;
• Kibana, OpenSearch;
• MS Excel, Google Sheets .

We offer:

• official employment in the EVO financial company
• 24 calendar days of paid vacation per year, unlimited sick days
• hybrid work format: office + remote
• flexible work schedule from Monday to Friday (9:00-18:00)
• medical insurance
• services of a corporate psychologist

Stages of selection:< /p>

• resume selection
• introductory interview
• final interview