Support Team Leader

Technologies we use

About the project

Your responsibilities

• Coordinating MS SQL/RPA questions,
• Managing and leading a team of ~6 employees,
• Working with data analysis and dashboards,
• Facilitate effective collaboration in various meetings, catch-ups, and calls with both external and internal stakeholders, as well as team members,
• Contributing to company goals,
• Motivating team members and assessing performance,
• Taking part in hiring and training, and reporting on team performance to keep management updated,
• Searching for process/procedure optimization and work improvement of the team,
• Meeting company's SLAs while conducting in-depth analyses of SLA performance, providing root cause analysis (RCA), identifying trends, and recommending actions for continuous improvement.,
• Performing effective people management (one-to-ones, coaching, career development),
• Acting as point of contact for any organisational and client escalations,
• Stakeholder management, such as interaction and collaboration with clients from different regions and cities across the globe, with the overall aim of constantly improving our level of service provided to our customers.

Our requirements

• Fluency in English (B2+/C1),
• Prior customer support experience and exceptional understanding of customer service, and support best practices,
• Min. 2 years Support Team Lead experience,
• Empathy and open-minded setup,
• Knowledge of how to deliver effectively team KPIs,
• Driven, self-motivated, and highly flexible team player attitude,
• Approach to proactive and independent problem solving,
• Data driven mindset,
• Strong communication skills,
• Experience in working with targets KPIs, SLAs and multiple stakeholders,
• Great leadership, coaching and mentoring skills.

Optional

• Experience with SQL Server, SSRS and SSIS, Zendesk and Jira applications,
• Knowledge of ITIL processes, waterfall methodology.

This is how we organize our work

Team size

This is how we work

Team members

This is how we work on a project

Development opportunities we offer

What we offer

• Opportunities to grow your knowledge within your area of expertise 🚀
• A minimum of 20 days paid holiday per year, regardless of the type of contract 🌴
• Friendly working atmosphere in a professional team 👈
• Employee-oriented working culture 🤝
• Possibility to work partly remotely 💻
• Sports subscription 🏀
• Subsidized English classes 💂🏻
• Private healthcare 🏥
• Small teams 👥
• International projects 🌍
• Free coffee ☕️
• Free fruits 🍎
• Free breakfasts 🍳
• Startup atmosphere 💡
• No dress code 💃🕺

Benefits