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.
