Team Lead of Customer Support

Boosta is an international IT company with a diverse portfolio of successful products. Since our founding in 2014, we have grown to over 600+ employees and continue to expand, offering exciting career opportunities for our specialists.

We are seeking a motivated and experienced Customer Support Team Lead to join our dynamic team. In this role, you will manage a team of support agents, ensuring the highest quality of customer service while working closely with other teams to enhance our product offerings and customer experience.

Requirements:

• A minimum of 1 year of experience in a customer support leadership role;
• Strong leadership skills with the ability to inspire and motivate a team;
• Proven experience in managing and improving customer support processes and metrics;
• Experience with Intercom or other helpdesk systems;
• Strong problem-solving skills and a customer-focused mindset;
• High attention to detail, strong organizational skills, results-oriented mindset;
• Excellent communication skills in English (minimum Upper-Intermediate level).

Personal qualities:

• Well-developed skills in communication and empathy;
• Leadership and result-oriented skills;
• Hard-working and passionate about what you do;
• Honesty, responsibility, indifference, and openness;
• Business acumen;
• Ownership.

Responsibilities:

• Lead and manage a team of customer support agents, providing guidance, mentorship, and support;
• Monitor and evaluate the support team's performance, ensuring adherence to SLAs and quality standards;
• Provide regular feedback to support agents;
• Ensure efficient task distribution and workload management among team members;
• Develop and optimize internal processes to improve team efficiency;
• Collaborate with product and development teams to identify areas for improvement in our products and services;
• Develop and implement strategies to improve customer satisfaction and operational efficiency;
• Analyze support data and trends to provide insights and recommendations for continuous improvement.

What we offer:

• Flexible schedule. You can work remotely or from our comfortable offices. The workday starts from 8:00 to 11:00;
• Time Offs Loyalty System - 28 Business Days of Paid Time Off per year (after 3 months of cooperation);
• We care about your Health.
  We guarantee that we will cover your medical insurance once your probation period is over. And once a year, we organize a flu shot;
• Mental Health Program.
  We are launching psychological support for our colleagues during the war. After your probation period is over, we cover 3 private psychological consultations with your own therapist or will recommend ours;
  Plus, we have regular Mental Health webinars where we discuss psychological topics.
• Professional Growth and Development Personal Development Plan, internal educational activities, reimbursement of external educational activities, including the ones abroad;
• Vast Corporate Library (Print and Online).
  As well as the opportunity to order any business and professional books at the company’s expense;
• English Courses and Speaking Clubs;
• Corporate currency - Boosta coins and spend them on extra day-offs or our branded products (from T-shirts to AirPods).

What stages do we have:

• 1st stage: pre-screen with a recruiter;
• 2nd stage: an interview with the hiring manager;
• 3rd stage: test task;
• 4th stage: final interview;
• 5th stage: referrals;
• 6th stage: offer.

Apply for a vacancy and become a  Team Lead of the Customer Support Team!