Support Quality Assurance Manager (Support Team) in Headway

Headway is an EdTech startup that creates microlearning products. It is included in the GSV 150 list of the most influential companies in the world transforming digital learning and specialist skills.

Headway products help develop millions of people around the world through seminars, courses, games, infographics. The main one is the Headway app.

The application is #1 in the world in the niche of books.

• It is included in the top ten educational applications of the App Store.
• Headway was downloaded more than 18M+ users in the world.
• Apple brings it to the top of the App Store in 140+ countries.
• Headway app is installed on Apple devices in offline Apple Stores in 35 countries.
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Headway is Ukrainians who launch social and charitable initiatives that bring Ukraine's victory closer.

The core of our achievements and the main value is the team. We believe in people, shared values ​​and that the brave always have happiness.

Together with our Head of Support Alyona Sharay, we are looking for a Support Quality Assurance Manager to join the remote team and courageously take responsibility for ensuring the high-quality functioning of the support department.

What will need to be done?

— Develop, implement and optimize processes to ensure the quality of work of the department;

— Conduct audits and provide analytics on existing processes;

— Maintain the relevance of documentation and automated resources of interaction with clients;

— Lead projects from the moment of research actuality and ending with handover to production;

— Reporting;

— Onboarding and training of support agents;

— Control and quality assurance of the work of support agents.

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What do you need to join us?

— From 1 year of experience as a Support Manager in an IT company;

— Practical experience of Quality Control in support;

— Ability to deliver feedback (especially corrective);

— Experience of working with Zendesk or other helpdesk systems;

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— Level of written English Advanced and above;

— Willingness to work in a team and be proactive;

— Share SELECT team values;

— A 6- to 8-week support internship is required before starting to review agents.

What we offer:

< strong>Professional and personal growth

- Access to the corporate knowledge base and professional communities from the first day of cooperation;

- Personal development plan;

p>- Compensation for learning English, studying at external trainings, seminars and courses, as well as Business and Management School for employees;

- Lectures on psychology, culture, literature, history, info-hygiene in order to comprehensively develop together .

Your health is important to us

- Medical insurance;

- Corporate doctor and massage in the office.

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Hybrid mode of operation with the possibility of visiting the office

You decide for yourself whether to work remotely, in the office or combine these options. Our Kyiv office is open 24 hours a day with all safety measures in placehealth care. We also have offices in Warsaw, Nicosia and London.

Corporate vacations Twice a year we all go on a one-week paid vacation together to rest and recharge.

About Headway

Headway is an IT company that creates EdTech- products. The company was founded in 2019. In 4 years, it grew from 3 to 170+ people in the team and opened offices in Kyiv, Warsaw, Nicosia and London.

Headway products help millions of people around the world develop through concise formats of educational content: courses, videos, games, infographics, samari. The main one is the Headway app. It has been downloaded by more than 15 million users in the world, and Apple regularly places the Headway app in its charts in stores in 140+ countries. The app is the world leader in the number of downloads in the book samara niche and is among the top ten most downloaded apps in the US on both platforms.

Headway's separate line is the brain training app Impulse. It develops memory, attention and logical thinking with the help of short games. Impulse app became the most downloaded iOS app in the world in the category Health & Fitness 2022.

Company website:

https://makeheadway.com/< /p>

Company page on DOU:

https://jobs.dou.ua/companies/headway-1/