Customer Support Lead

Futurra Group is a fast-growing Ukrainian IT company. We successfully develop and promote our own products: cross-platform mobile-first products, applications for iOS and Android, Smart Home products with 10+ million unique users every month.

We are looking for an ambitious Customer Support Lead who is able and willing to build a CS team from scratch. This role is an opportunity to create and lead the team of agents who provide excellent service for our EdTech app users from US/European markets.

Key Responsibilities:

• Set up workflow for current customer support team;
• Build from scratch effective communication system for support team;
• Set up team of agents, according to product needs: size of team, numbers of shifts etc;
• Develop KPIs, track effectiveness of support agents;
• Provide solutions for difficult cases with users;
• Set goals and report regularly on performance of Customer Support;
• Work closely with the product team to identify ways to improve customer support experience.

As our candidate you have:

• 1+ year of work experience as Customer Support Manager;
• Deep understanding of appropriate communication with customers;
• Advanced/proficient English (C1/C2);
• Team management experience (would be a plus);
• Ability to comply with tasks independently and take responsibility in challenging situations;
• Troubleshooting skills;
• Result-oriented approach;
• Experience in using Zendesk,
• Ability to work full-time, preferably at the office.

The growth of our employees is a success of our company, therefore we have created the most comfortable working conditions:

• your career and financial growth directly depend on your results;
• spacious office with terrace located 2 min. from Poshtova square;
• non-bureaucratic environment;
• flexible schedule;
• free breakfasts, lunches, and fruits in the office;
• funding of specialized courses and trainings;
• corporate events, parties on the terrace, table tennis, table football, game console;
• sports — we run, play soccer, volleyball, participate in sports events in Ukraine and abroad.

Futurra Group is built on continuous investment in people. All of our managers have implemented their own ideas and have grown within the company.

Join us!