Quality Control Manager (EdTech) in SKELAR

SKELAR is a venture builder that builds international product IT companies according to the rules of the venture capital 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 building an online math school for children in English-speaking countries. We are already among the top 10 online math tutoring educational platforms on 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+;
— Assembled a team of 60 professionals;
— Built a personalized educational platform for students and their parents.

Main challenges for the position of Customer Support Quality Control Manager:
— Systematic verification and evaluation the correctness of communication processes and the resolution of customer requests (in correspondence and by phone) by agents;
— Systematic provision of feedback on the Quality Rate of the team and each agent individually to those leads and CS Leads;
— Conducting 1:1 sessions with agents at the request of the agent or team lead; providing critical feedback and highlighting the strengths of agents;
— Weekly reporting of personal and team results (performance, efficiency, trial terms) to the Customer Success Lead;
— Supplementing and maintaining up to date Internal Knowledge Base;
— Creating and holding Knowledge Sharing sessions for the support team;
— Identifying 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: researching complex cases, building communication strategies to solve issues with the client.

The role ofCustomer Support Quality Control Manager is a cool opportunity to directly influence 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 13:00 to 21:00

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

Support in Brighterly is:
— 36 agents divided into 2 teams, each with its own team leader (you will be part of one of the teams you);
— 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 a better place);
— a flexible schedule that can be adapted to your lifestyle.

In addition to businesses, we are developing SKELAR foundation - our own charitable foundation 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.

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

For this, we have created all the opportunities within our venture builders:
— 8 SKELAR Platform teams that ensure operational efficiency of businesses: from recruiting and technical equipment to financial and legal architecture;
— 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, visits conferences;
— Medical insurance and corporate doctor.

Let's build the next big everything together!