Customer Support Team Lead - GDx in SKELAR

SKELAR is a Ukrainian venture builder that builds international tech businesses. Together with the co-founders, we are gathering strong teams to win in global markets.

We are currently looking for a Customer Support Team Lead to join the team of one of our successful businesses.

We are looking for a person who wants not just to perform tasks, but to influence the product and its development. Your work will directly reflect on business results and value for users.

The project has a built-in customer support department of 20 people and a QC department. Support processes requests via email, chats, telephony and social networks.

What challenges await:

— Audit of current processes, search for customer support improvement areas;
— Team management and its scaling at the request of the business;
— Forecasting of customer support requests according to various factors (e.g. marketing traffic, number of registrations, payments, etc.);
— Planning of significant expansion team in a short period of time (its structure, hiring process, candidate attraction system and quick integration into work);
— Launch of AI in support processes in order to relieve agents during peak hours;
— Automation of the QC process and improvement of the current system;
— Planning and conducting of team events and team building for the remote team;
— Formation of team culture and community;
— Broadcasting of user feedback different areas of business;
— Improving ratings on Review Sites such as Trustpilot and Sitejabber.

What is important to us:

— Experience in managing client departments from 2 years;
— High level of English (B2+);
— Strategic vision and analytical thinking;
— Experience in setting goals: OKRs, KPIs, roadmaps;
— Willingness to run AI tools and automation flow;
— Experience working with Freshdesk/Zendesk/Intercom ticketing systems and their configuration;
— Deep understanding of the QC process;
— Ability to build trusting relationships in the team.

In addition to businesses, we are developing the SKELAR foundation, a charitable fund created by company employees. As part of the initiative, we create and finance projects that contribute to overcoming the consequences of the war and rebuilding Ukraine.

SKELAR is an environment for self-realization of people who are able to create successful companies. We call such companies the next big everything. We believe in their power and scale.

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 SKELAR Platform teams that ensure the operational efficiency of businesses: from recruiting and technical equipment to financial and legal architecture;
— A community of founders who have already launched one business and can share practical experience;
— Internal clubs by professional areas: marketing, development, finance, recruiting;
— Trainings, courses, attending conferences;
— Health insurance and corporate doctor.

Let's build the next big everything together!