Team Lead of the 1st line of customer support in Tabula Rasa

About the project:

Timely — digital services for business: EDO, EDI, PRRO,KEP and TTN We create a single space for the exchange of electronic documents between business, the state and people. We are trusted by more than 960,000 Ukrainian companies that use our services. Among them are Nova Poshta, Glovo, Uber, Bolt, Portmone, OLX, Delivery, Rozetka, Silpo, Monobank, Kyivkhlib and others.

Our goal< /b> — to save companies from unnecessary manual work and help them get signed documents instantly. The service will save tons of paper, hundreds of working hours and allow companies to save money spent on physical delivery of documents.

About the team:

Now the team has 13 specialists on the first line of user support. Currently, Vchasno services are actively developing, the volume of work is growing, so there was a need to strengthen the team and search for a service and customer-oriented leader for the first line of customer support.

What essential for this role:

• Experience in IT and leading a first line support team from 1st year. From 10 people
• Knowledge and understanding of the specifics of the work of the care service
• Good communication and leadership skills
• Ability to work with a large amount of data, information on four services< /li>
• Internal desire to maintain a high level of quality communication and customer service
• Desire to work for results and develop in a stable company
• Activity, initiative, responsibility, politeness
• Creative and indifferent approach to work, teamwork and overall results
• For us, service is a separate philosophy. We always put the customer first, so we are looking for someone with a similar positive attitude towards people
• Line experience would be an advantage

Main tasks:

• Implementation of KPI and SLA of the department
• Ensuring smooth operation of business processes of the department
• Implementation of tactical and strategic tasks of the department
• Cooperation with the People Team
• Assessment of personnel and providing feedback on the results
• Preparation of regular reports on the performance of the team and other qualitative and quantitative indicators
Solving complex client issues, ensuring a high level of client satisfaction.
• Offer new ideas and solutions to improve the team's work, to improve the client experience,
• Desire to create an exceptional client experience, a personalized approach< /li>

We offer:

• work in an actively developing project in a friendly team , with support, adaptation, training and growth
• mix work format: remote + office (Kyiv, Boryspilska metro)
• graphworking hours from Monday to Friday (9:00-18:00)
• official employment in the company
• 24 calendar days of paid vacation per year, unlimited sick days
• medical insurance