Customer Support Team Lead (удаленная работа)

Вакансия: Customer Support Team Lead

Описание вакансии

Job Description and Requirement: Yolllo Customer Support Team Lead

As the Customer Support Team Leader at Yolllo, your primary goals will be to provide our valued customers with the best service possible while effectively communicating the philosophy of our company. You will play a pivotal role in ensuring the uninterrupted delivery of our services by resolving customer issues promptly and continuously improving our systems and processes.

Key Responsibilities:

• Day to day management: Manage daily team of the customer support, be responsible for their task planning, knowledge of the product and processes and efficiency.
• Philosophy Communication: Effectively communicate and uphold the core philosophy and values of Yolllo in all customer interactions.
• Issue Resolution: Act as an escalation point for complex customer issues, ensuring they are resolved efficiently to maintain uninterrupted services.
• Continuous Improvement : Create new initiatives and propositions initiatives to enhance support systems and processes, provide requirements, descriptions of changes in the systems needed to improve the quality of
• Team Training: Train and educate the support team to deepen their understanding of the Yolllo business and industry.
• Data Analysis: Analyze customer support data to identify patterns, areas for improvement, and opportunities to enhance customer satisfaction.
• Reporting : Generate regular performance reports, track customer feedback, and monitor KPIs to measure and improve the support team's performance.
• Language Proficiency : Utilize proficient English and Russian language skills to effectively communicate with customers.
• Mathematical Thinking : Apply mathematical thinking and problem-solving skills to analyze data and make informed decisions.

Requirements:

• Deep understanding of the Yolllo business and industry.
• Ability to train and educate the support team to ensure a strong understanding of the company's products and services.
• Proficiency in both English and Russian languages to effectively communicate with our diverse customer base.
• Conflict resolution skills
• Ability to produce concise written reports, problem descriptions and solution proposals
• Intercultural communication to support multiple markets.
• Strong mathematical thinking and analytical skills to make data-driven decisions and solve complex issues.

Preferred Qualifications:

• Previous experience in a customer support leadership role.
• Familiarity with customer support software, ticketing systems, and CRM tools.
• Experience managing remote or distributed customer support teams.

By tailoring the job description to your specific business goals and requirements, you can attract candidates who are well-suited to lead your customer support team effectively at Yolllo

KPIs

• Ticket resolution time
• Net Promoter Score
• Number of unsolved tickets
• Product knowledge
• Budget