Customer Service Team Lead

Upclick (an Avanquest company)  is a fast-growing, international e-commerce company founded in 2006 with over 300 people in three offices. We specialize in providing e-commerce services to companies that sell digital products, such as software.

As Customer Service Team Lead, you will set up our brand-new local customer service department and assist our clients with any questions or issues they may encounter when using our innovative products. In coordination with colleagues in North America, Europe, and Asia and by working closely with our Operations/Product teams, the Customer Service Team Lead will play a key role in developing customer service procedures, resolving customer issues, answering client inquiries, and enhancing the overall customer experience.

Your Responsibilities:

• Lead a customer service team;
• Responsible for the day-to-day operation of the customer service team;
• Answer client inquiries (tickets, phone calls, chat);
• Recruitment, training/development/coaching, and scheduling of customer service team;
• Identify areas of improvement within the customer service team and implement solutions;
• Adhere to customer service best practices;
• Monitor and manage KPIs and work methodology;
• Provide regular recommendations to Operations/Product teams and management based on customer feedback;
• Participate in internal call calibration sessions/meetings to improve customer service performance.

Requirements:

• University degree or equivalent work experience;
• 3+ years of customer service experience;
• Experience leading a team;
• Ability to work in a fast-paced environment;
• Strong knowledge of Microsoft Office and general ease with technology;
• Excellent customer service skills;
• Excellent judgment and a good communicator;
• Very strong attention to detail;
• Good sense of responsibilities, constraints, and deadlines;
• Advanced proficiency in English (written and spoken) is a must. Proficiency in French or German is an asset.

Benefits:

• Motivating compensation: high competitive salary, bonus system, corporate language classes;
• Working with a motivated and talented international team, plus regular team events;
• Working in a modern office in Kharkiv in the center of the city, near metro station University.

Did we spark your interest? Get in touch and let's talk!

Feel free to contact me via Skype: alina_sinitsyna