Customer Support Delivery Manager

Full time
In office
Support

EverHelp is a project in the Genesis ecosystem. We’re a team of professionals, that’s developing outsourcing support services for plenty of products all over the world at a dynamic tempo. The project launched in 2021, and we've experienced a yearly growth rate of +82%. Since February 2022, we've managed to preserve all our workplaces and, most importantly, we continue to strengthen our team while maintaining an employee satisfaction rate of over 90%.

Responsibilities:

  • Maintaining communication with clients to ensure that service-level agreements (SLAs) are met and that clients are satisfied with the support services provided,
  • Handling escalated issues and make decisions on when to involve higher-level management,
  • Maintaining records and documentation of support operations, including reports and issues logs for future analysis and planning,
  • Developing contingency plans for handling emergencies and ensure that support services continue during disruptions or critical incidents,
  • Collaborating with other departments within the organization to ensure a coordinated approach to service delivery,
  • Regularly monitoring the performance of the support team, tracking teams’ key performance indicators (KPIs) and ensuring the targets are met,
  • Workforce management - ensuring the team is fully staffed; creating a hiring plan,
  • Managing a team of Support Team Leads; create PDP and PIPs if necessary so that the team is growing and developing; conduct performance reviews and 1-on-1s on a regular basis,
  • Fostering a collaborative and cohesive team environment where support TLs can share knowledge and best practices,
  • Making sure the newbies are properly onboarded and has all the accesses and accounts created,
  • Executing the Direct manager’s tasks within the position frame.

Requirements:

  • 2+ years of experience as a Customer Support Team Lead, Support Operations Lead or Support Delivery Manager,
  • C1 German and English language knowledge,
  • Experience with setting up and managing CRMs and relevant software,
  • Ability to adapt to changes easily and make critical decisions swiftly when necessary,
  • Capability of strategic planning and management of the support department, considering future needs and potential risks,
  • Proficiency in creating systems and processes from scratch,
  • Strong affinity for numbers and ability to conduct cause-and-effect analysis based on large data sets,
  • Advanced people-management skills.

What we offer:

  • Opportunity to join the Ukrainian company and help the Ukrainian economy,
  • 20+ vacation days and unlimited sick leaves,
  • Medical insurance and +10 Healthcare leaves for mental & physical recovery,
  • Continuous learning & development inside a team and on an individual level: compensation for professional webinars, courses, conferences, etc.,
  • Ability to work from Lviv & Kyiv offices with free breakfasts and lunches or fully remotely,
  • Team of professionals who’s ready for knowledge sharing, internal professional communities, team buildings,
  • Free sport classes, corporate discounts for gym membership and for other different services like medical services, language schools, etc.

Valeria

Recruiter
Linkedin profile

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