Customer Support Team Lead in SKELAR

SKELAR is a venture builder that builds international product IT companies according to the rules of the venture investment world. Together with the co-founders, we are gathering strong teams to launch product IT businesses and win in global markets.

We are currently looking for a Customer Support Team Lead for one of the businesses.

Brighterly is a startup that is building an online math school for children in English-speaking countries. We are already among the top 10 educational platforms for online math tutoring in the US market!

For 3 years of the project's existence, we:
— Reached the mark of 30,000+ lessons/month. We started with 3 tutors, and now there are 500+;
— Collected a team of 60 professionals;
— Built a personalized educational platform for students and their parents.

Main challenges in the position of Customer Support Team Lead:
— Support newcomers during the onboarding period, checking their efficiency, understanding of the product and processes in the team; 
— Conducting mid-term meetings and closing the trial period;
— Conducting 1:1 sessions monthly with each agent; providing critical feedback and highlighting the strengths of agents;
— Identifying the potential of each team member and expanding areas of responsibility depending on the agent’s wishes, as well as business needs;
— Weekly reporting of personal and team results (performance, efficiency, trial terms) to the Customer Success Lead;
— Monitoring the results of the team’s shift performance and identifying problem areas;
— Creating monthly team work schedules as well as the administration of sick leave and vacations;
— Identify areas for improving processes in the team, as well as technical implementations for the team and the client;
— AdHoc tasks in cooperation with the Customer Success Lead and Head of Operations: researching complex cases, building communication strategies to solve issues with the client;
— Close cooperation with Quality Control specialists to receive and transmit feedback

The role of Customer Support Team Lead is a cool opportunity to directly influence the product, as well as build the internal processes of the Support team, directly changing and improving not only customer experiemce, but also team performance. important:
— 2-3 years of experience in Customer Support / Customer Success; 6 months in a leadership role (Team Lead / Supervisor / Coordinator) with a focus on team management;
— Strong skills in providing constructive and critical feedback, the ability to identify development areas and strengthen team strengths;
— Experience in effective cooperation with cross-functional teams (Product, Sales, Tech);
— Experience in solving complex conflict situations and critical client cases, including telephone escalations; 
— English level B2–C1 to work with English-language processes, documentation and communication.

Will be a plus:
— Practical experience of holding individual meetings (1:1) with agents to discuss their development and challenges;
— Experience of participating inthe onboarding process of new employees;
— Skills of conducting mid-term and annual (performance) reviews of team effectiveness;
— Practical experience of coordinating changes, drawing up schedules (shifts, schedules);
— Ability to effectively manage and plan vacations and sick leaves for teams to ensure uninterrupted work.

Support at Brighterly is:
— 36 agents divided into 2 teams, each with its own team lead (you will be a part of one of the teams);
— the opportunity to quickly learn and work with a strong team of experts not only in the middle of support, but also with other sales, billing, retention, tutor support teams;
— the opportunity to grow quickly, because we are actively scaling;
— the opportunity to help children with schooling (it is nice to understand that you are making the world the best);
— a flexible schedule that can be adapted to your lifestyle.

In addition to businesses, we develop the SKELAR foundation - our own charitable foundation created by the company's employees. As part of the initiative, we create and finance projects that contribute to overcoming the consequences of the war and rebuilding Ukraine.

We plan to continue to develop tech businesses, conquer global markets and work for the victory of Ukraine

For this, we have created all the opportunities within our venture builder:
— 8 infrastructure teams that help startups solve any issues: from recruiting to finance and legal issues;
— A community of founders who have already launched more than one business and can share practical experience;
— Internal clubs by professional areas: marketing, development, finance, recruiting;
— Trainings, courses, attending conferences;
— Medical insurance and a corporate doctor.

Let's build the next big everything together!