Customer Support Delivery Manager in Everhelp

EverHelp is a company in the Genesis ecosystem . We are a team of professionals developing an outsourced support service for many clients around the world at an increasing pace: the project was created in 2021, but in the last year we have grown by 82%. Currently, our employees are safe, we have kept all jobs, in addition, we continue to strengthen our team and keep the Retention Rate at a level of at least 90%.

Our position:

• We are against war and unjustified aggression,
• We evacuated company employees and their relatives from war zones, helped in finding housing and provided financial support,
• We provided all team with mobile stations and batteries,
• We continue to work stably for the future of Ukraine.

We are growing very quickly, so we are looking for an experienced Delivery Manager who will accompany the team on the way to scale, optimize processes and implement new solutions.

You will:

• Improve key user response metrics.
• Automate ticket resolution.
• Integrate AI tools and other efficiency-enhancing innovations into support team work.
• Control the team growth process.
• Develop and implement plans to improve efficiency and quality of work commands.

About you:

• You have experience in managing teams of support agents of 20 people for more than 1 year.
• You know how to hire strong, professional employees. The team is actively growing and hiring will be an integral part of the process. Hiring strong people are the key to achieving goals.
• You know how to create, organize and update knowledge bases for team support.
• You have work experience with the creation and use of team support analytics.
• You have knowledge of the English language at the Upper-Intermediate level and above.
• You have experience working with CRM systems (for example, Zendesk, Freshdesk, Salesforce ), their administration and configuration to improve interaction with customers.

A job at EverHelp is:

• Opportunity to join a Ukrainian company and help the economy of our country,
• 20+ days responsemouths and hospitals without restrictions,
• Medical insurance and +10 additional Healthcare weekends to restore your condition and resources, a corporate doctor and a psychologist,
• Continuous training and development both in the team and individually (compensation for conferences, webinars, professional courses),
• Opportunity to work from the Lviv or Kyiv office with free breakfasts and lunches and also fully remote,
• Professional team of specialists ready to share their expertise, internal communities and team activities,
• Corporate discounts on gym memberships and for a wide range of services not about sports.

Don't delay! Send your CV and join EverHelp.