Customer Support Team Manager in OBRIO

Team Manager (Customer Support) |  Fully remote |  Development of team, processes and leadership skills

At OBRIO, we are looking for a Team Manager who will help make support work even more effective - by developing people, improving processes and creating an environment where every agent understands their impact on the user experience

 About us

OBRIO is a product IT company with Ukrainian roots, which is part of the Genesis ecosystem. We create digital products that are used by millions of people around the world, and we strive for each user to receive not just a service, but care that is understandable in any language. Our products, team and approach have been recognized by Forbes Ukraine, TechCrunch, Fast Company, VECTOR, IT Arena, DOU and other international media.

 The mission of the role

Team Manager in Support is a person who:

• The ability to influence the development of the team and processes
• maintains stable efficiency and motivation of the team;
• helps agents to grow professionally;
• ensures high quality user service;
• transforms feedback into real process improvements.

?? Who will you work with

• Support Agents
• Head of Support
• Support Lead and other Team Managers
• Operations Managers
• QC Lead
• Product Team

This is a cross-functional role where communication is key to success

 What you will do every day

• You will monitor the work of agents, their KPIs and the quality of answers
• You will conduct regular **1:1 meetings**, create **development plans**
• Analyze backlogs (FRT, CSAT, backlog, etc.) and look for ways to measure improvement
• Ensure shift coverage, even workload and discipline
• Check ticket quality, provide feedback
• Support new agent onboarding
• Run initiatives to improve team efficiency and engagement

 Challenges Awaiting

• Opportunity to influence team and process development
• lance between quality and speed
• Working with a team where everyone has their own pace and style
• Managing a large volume of tasks
• Implementing new approaches and process improvements

What we expect

• 1+ year in the position of Team Lead in Customer Support

Hard skills (must have):

• Working with Zendesk bolder">Intercom style="font-weight: bolder">Soft skills (must have):
  • Leadership, empathy, responsibility
  • Open communication and the ability to energize and motivate the team
  • Critical thinking, the ability to calmly make decisions even in stressful situations
  • Results-oriented, proactivity

  Will be a plus:

  • Experience with AI tools
  • Knowledge of OKR-based performance management
  • Coaching, mediation skills
  • Cooperation with product, QA, operational teams

  Why you will like this role

  • The opportunity to influence the development of the team and processes
  • An atmosphere of support, trust and real interaction
  • Working in a company, which values initiative and gives freedom of decisions
  • Fully remote format and a team that works with soul

  
  

   Do you want to develop a team, create change and see the real result of your work?
  Then join us - and let's make a support that you can really be proud of