User support team team lead (work with payment accounts) in EVO

Rozetkapay - payment service that provides convenient , fast and reliable payment services both online and offline, and makes the purchase process simple and safe.

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:

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

The team of the operations department (in which this vacancy is open) currently has 35 specialists who divided into verticals and commands in separate directions. We are currently looking for a specialist for the position of head of the department for working with accounts. This is a new role in a new direction that requires building processes and a team.

What is important for this role:

• experience in building customer service (improving product for the client, choosing the optimal communication channels, providing 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
• the ability to create new processes and optimize existing ones
• the ability to correctly escalate issues that affect the work of services and nps users
• the ability to work in multitasking mode with a large amount of information and arrays of data

It will be an advantage:

• work experience in a similar position in a bank or financial company
• knowledge of task accounting systems: Jira or similar (creation/execution of 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 appeals 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:

• GAP, Cashdesk – administrative panels of our own development
• Zendesk
• Jira, Confluence
• Slack, Telegram, Gmail
• Timely.EDO and Timely.KEP
• Kibana, OpenSearch
• MS Excel, Google Sheets

We offer:

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

Stages of selection:

• CV selection
• Interview with the leader
• Final interview
• Job offer