Service Team Lead (IT) in UniTalk

Hello!

We are UniTalk - an international product IT company in the field of telecommunications. Our services are IP telephony, call traffic, AI solutions, voice robots and call analytics for business.

Service support for us is not an "expendable part", but a point of trust, customer retention and revenue protection.
That's why we we are looking for a Service Team Lead - a person who lives the service and knows how to build it systematically.

We are looking for a service team leader who:

• passed the path "from the inside" of the service and well understands the pain of customers;
• knows what really works in service support and what doesn't;
• does not just want to manage, but improve the service as a product;
• knows how to motivate and lead under your command.

Role mission:

Build a stable, predictable and customer-oriented service that:

• quickly and qualitatively solves customer problems;
• reduces the number of escalations and negative cases;
• builds trust in UniTalk as a partner you can rely on.

Main tasks:

Team management

• Manage, motivate and develop a team of managers
• Form a culture of responsibility for results client
• Train the team in quality communication and service thinking
• Conduct 1:1, performance evaluation, participation in hiring

Processes and service

• Build and improve service support processes
• Implement standards, regulations and SLA
• Work with complex requests, analyze their causes, propose solutions
• Optimize interaction with Sales and product teams

Customers and business

• Control service quality and customer satisfaction
• Participate in complex and critical cases
• Protect the customer experience and company revenue
• Give feedback to the product team from the customer side

What is important to us

• Experience in customer service/support
• Team management experience Lead / Senior)
• Understanding service processes, SLA, escalations
• Ability to build processes from scratch or scale existing ones
• Strong communication and leadership skills
• Resistance to stress, analytical mindset
• Orientation on the client and the result

We value

• Enthusiasm for the service and the desire to make it better
• System thinking
• Responsibility for the team and clients
• Proactivity and teamwork

What we offer

• Real impact on service and customer experience
• A team that can and should be developed
• Management support for changes and improvements
• Opportunity to influence your income
• Career and professional growth

 Terms

• Office: the center of Kyiv (Podil) with schedule 9:00-18:00
• Vacations and sick days: paid
• Studies: compensation up to 90% of the cost of courses
• Development of English: weekly Speaking clubs
Comfort and atmosphere: delicious lunches, coffee, snacks
• Team activities: participation in Team Buildings (Hoverla, paintball, quests and other activities)
• Support: care and help from the manager and colleagues at each stage

How is the selection process

1. Online acquaintance with HR
2. Interview with the head of the department
3. Final meeting / offer

If the service is not "support" for you, but the strategic value of the business, we are on the same wavelength.

Get to know us better:
www.tiktok.com/@unitalk.cloud
www.instagram.com/unitalkcloud