Team Lead QC

About us

Rocket is a Ukrainian tech company with global ambitions. We are user-obsessed and product-driven. From the first day in 2018, we are constantly working on the product that already connects clients, couriers and partners in 30+ cities and 5 countries. In just 6 months we launched in the Netherlands, Cyprus, Greece and France. And we are going to expand further — at least to 10 countries till the end of 2021.

We strive for a positive impact, constantly looking for new opportunities in food tech — not only delivery, but also dark kitchens, dark stores and other innovative models. In 2020, Rocket joined the list of TOP-10 downloaded food delivery apps in Europe (data by Sensor Tower) and TOP-30 Ukrainian product startups (named by Forbes).

We are not indifferent to the world around us, and we support those in need. For example, during the pandemic we were first to launch contactless delivery and provided food for hundreds of elderly people together with Starenki charity (we even received Partnership for Sustainability Award 2020 by UN).

Today, our team is larger than 500 people, and we keep growing.

We are Rocket people. We work to deliver faster, farther, always. Join the team!

Your Responsibilities:

• Be primarily responsible for the success of a large team of Customer Support supervisors and agents
• Manage and grow team members through routine feedback, mentoring, and performance monitoring
• Ensure your team is following our established customer support procedures and meeting their daily/weekly goals for productivity as de?ned by our KPIs
• Analyze relevant data from our internal systems to ?nd training and coaching opportunities for both supervisors and agents
• Collaborate with colleagues from other teams to share best practices and standardize our way of working
• Provide routine feedback to management about the overall performance of the team as well as areas for improvement
• Identify and mentor team members for growth into senior agent or supervisor roles
• Be a role model for your team by living the Rocket values and being user- obsessed to ensure all customer interactions end positively

Our Ideal Candidate:

• 2+ years of experience in managing a Customer Support team, including managing employees in a supervisory role
• Prior experience in coaching team members using performance management techniques as well as soft-skills such as communication and dealing with dif?cult customers
• Familiar with using help desk systems to track all communications across all channels as well as monitoring performance using analysis tools (direct Zendesk experience a big plus)
• User-obsessed attitude in dealing with customers to ensure that all interactions with the team end positively
• Ability to inspire and motivate all team members, including leaders, to drive happiness and performance
• Fluent, both written and verbal, in Ukrainian and Russian
• Good level of English to be able to communicate with teams outside of Ukraine (preferably A2 or higher)

Why is Rocket a good place?

• You will work with a skilled team & open-minded management;
• You will make an impact on the product, made in Ukraine and used by millions;
• You will contribute to the booming food-tech market;
• You will have challenging tasks on-the-job & ambitious goals.

Our Rocket lifestyle is:

• We are not afraid of challenges — we love them;
• Our goals are always ambitious — perseverance helps us on reaching them;
• Rocket People support each other. We are not indifferent, and our management is always open for a conversation;
• Always DAY 1: every single day for us looks like the first one — full of energy and ideas;
• We are eternal learners, we learn even on our mistakes (which is totally okay).

Being one of Rocket People, you obtain:

• A lot of opportunities for your personal growth, learning & development;
• Flexible working hours & remote opportunities;
• True ownership & impact on the product;
• Team events & various sport activities;
• Comfortable offices & lunches discounts;
• 20 working days of paid vacation, 15 sick leave days per year & birthday day off.