Chat/email/feedback support team supervisor in Kasta

Kasta is an innovative multi-category e-commerce platform in Ukraine. For 15 years, we have been introducing the best international and local brands to Ukrainians, proving that online shopping can be simple, fast and profitable. As an IT company, we develop new directions in e-commerce, implementing our own ideas and implementing the best global practices. With the goal of scaling, we are looking for a responsible, efficientCustomer support supervisor in chats/e-mailswho will ensure the effective work of the operator team, high quality of customer service and stable achievement of key contact center KPIs. Your role and area of ​​influence You are the person who ensures that the customer receives Kasta-level service. Main tasks: Operator support

• Help in solving complex / non-standard cases.
• Answers to internal requests ("tell me what to answer", "the client asks for compensation" etc.).
• Motivation of the team and maintenance of a healthy atmosphere during the shift.
• Adaptation of new operators: support, explanation of processes, control of first contacts.

Quality of service

• Listening calls, checking chats and providing constructive feedback.
• Training operators in best practices.
• Monitoring compliance with service standards and company policies.

Coordination of shift work

• Control of the queue, load and SLA.
• Distribution of tasks among operators according to priorities.
• Maintaining continuity of service throughout the shift.

Analytics and improvements

• Collection of team performance data.
• Identification of service or process bottlenecks.
• Proposals for training, instruction and process changes.

Escalation and decision-making

• Consideration of situations that go beyond the limits of scripts.
• Decision making on compensations, complex appeals or conflicts.
• Responsibility for the result of the work shift.

What is important to us

• Active position and initiative.
• Willingness to develop and pump the team together.
• Ability to work in multitasking mode.
• Fluent command of the Ukrainian language.
• Confident use of PCs and modern tools.

It will be plyusom

• Experience in Kasta or other e-commerce company.
• Knowledge of marketplace processes (delivery, payment, returns, MP, bonuses, KVC, BNPL).
• Experience in a similar position (team leader / supervisor / senior operator).

What you get at Kasta

• The opportunity to influence a product used by millions of Ukrainians.
• Open management, a strong team and a culture of transparent communication.
• Regular updates through digests and Town Hall meetings.
• Timely and honest feedback.
• Career recommendations from HR BP and personal development plan.
• Real challenges and developing tasks.

Working conditions

• Schedule: 5/2, floating.
• Format: full time.