Customer Support Team Lead in Uniwell

Hello!

Uniwell is an international service company that provides Customer Care services to users from over 100 countries in the field of Health&Fitness.  

Over the last year our team has grown from 30 to 100+ people and we are currently looking for a Customer Support Team Lead. This is the first time we are opening this role to external candidates as we want to strengthen our team with new expertise and ideas. Your main tasks will be to optimize processes, develop a support team (10-12 agents), maintain service quality and promote team effectiveness through feedback.

Your manager will be Daria - Head of Support. She is an expert with over 8 years of experience in customer service. Dar?ya appreciates leaders who know how to manage a team, build trustful communication and support the team through empathy and emotional intelligence.

Your key tasks:

• Organization of team meetings, conducting 1-1, planning team work and improving communication, cross team communication with others by departments
• Analyzing the work of agents and making proposals to improve the productivity and efficiency of the team
• Checking and completing targets and KPIs, monitoring the implementation of planned indicators
• Working with the team schedule< /li>
• Onboarding of new shift leaders and help with their integration into work processes
• Conducting calls at the end of cooperation with the agent and during evaluating the results of the trial period

Key requirements:

• Experience in the position of Customer Support Team Lead
• English language at B2+ level
• Experience in holding 1-1 meetings, providing feedback, resolving conflicts and organizing teamwork
• Experience in handling negative feedback from clients
• Experience in tracking, analyzing and achieving key performance indicators (KPI)
• Possess a high level of communication skills and have experience in business communication both verbally and in writing
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Working with Uniwell is:

• Work schedule 5/2 so you can balance work and personal life
• Remote work format from anywhere in the world
• Paid holidays and sick days for recovery
< li>Health & Fitness products that help millions.
• Health insurance for your safety and peace of mind
• The opportunity to implement your ideas for improvement of service

Recruitment process:interview with the recruiter — technical interview — final interview

If you want to improve people's lives with us, Uniwell is the place for you! Send your CV and take the first step to a career that matters!