Quality Control Manager (EdTech) 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 gather strong teams to launch product IT businesses and win in global markets.

We are currently looking for a Customer Support Quality Control Manager for one of the businesses.

Brighterly is a startup that builds 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!

During the 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+;
— Gathered a team of 60 professionals;
— Built a personalized educational platform for students and their parents.

Main challenges in the position of Customer Support Quality Control Manager:
— Systematic verification and assessment of the correctness of communication processes and resolved customer requests (in correspondence and by phone) agetnams; 
— Systematic provision of feedback on the Quality Rate of the team and each agent individually to those leads and CS Lead; 
— Conducting 1:1 sessions with agents at the request of the agent or team lead; providing critical feedback and highlighting agents' strengths; 
— Weekly reporting of personal and team results (performance, efficiency, trial terms) to the Customer Success Lead;
— Addition and maintenance of up to date Internal Knowledge Base; 
— Creating and holding Knowledge Sharing sessions for the support team; 
— Identify areas for improving processes in the quality team, as well as technical implementations for the team and the client; 
— Creation of new processes to cover the verification of all areas of responsibility of the Support team; 
— AdHoc tasks from the Customer Success Lead and Head of Operations: research of complex cases, building communication strategies to solve issues with the client.

The role of Customer Support Quality Control Manager 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 the user experience, but also team performance.

Work schedule: 5/2, from 1:00 p.m. to 9:00 p.m.

What is important to us:
— Senior-Level Agent work experience;
— Comprehensive, in-depth knowledge of all support service processes and mechanisms; 
 — Ability to perfectly understand and clearly explain all technical, business-oriented and customer processes;
— Practical experience of setting standards of quality, speed and customer satisfaction in all channels of customer support;
— Experience of successful resolution of the most complex and critical customer cases;
— High level of independence and responsibility (full confidence in independent management of QA cycles, meeting deadlines and reporting without constant control).

Support in 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 ofport, but also by other sales, billing, retention, tutor support teams;
— the opportunity to grow quickly, because we are actively scaling;
— the opportunity to help children with their studies at school (it is nice to understand that you are making the world a better place);
— a flexible schedule that can be adapted to your lifestyle.

In addition to businesses, we are developing 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!