Вакансия Customer Support Team Lead

11 вакансий
Специализация: Marketing/PR
Уровень: Senior
Опыт: 3 года
Уровень английского: Upper-Intermediate
Город: Минск
Режим работы: Полный день
Размер команды: 13+
Размер компании: 30
Возможна удалённая работа: Да

ребуемый опыт работы: 3–6 лет

Полная занятость, полный день

Credentially is a software platform that allows healthcare employers to automate sign-up, verification and compliance for staff. Credentially was used in National NHS Covid response in the UK, helping to improve the efficiency of hiring clinicians by over 1000% and used by the world's largest digital health consultations provider.

We are looking for a Customer Support Team Lead based in Minsk to provide excellent customer service to Credentially clients (healthcare providers) and users (clinicians) on the Company's proprietary software product. While closely interacting with several internal departments in Belarus and the UK and end-users in the UK, they will be assisting clients with new accounts setups, technical integration and outage queries, general enquiries. The ideal candidate needs to have a strong customer service background and be familiar with web-based applications.

As our Customer Support Team Lead, you will:

  • Lead and inspire a team of Customer Support Specialists to deliver excellent levels of individual/team performance and customer satisfaction across all customer contact channels (via calls, emails, live chat).

  • Manage day-to-day line activities, prioritise and make risk/impact assessments within existing processes and procedures towards achieving SLA.

  • Hire and train customer support team members.

  • Hold regular 1-1 and Performance Review Meetings with employees to discuss issues, provide feedback, highlight their current performance against objectives and KPIs.

  • Coach the team, helping them to do the best for our customers.

  • Act as the escalation point for the most complex issues to bring them to a successful and timely resolution.

  • Identify root causes of complaints to help us create effective solutions and improve our overall customer service.

  • Build on procedures, processes, policies and standards.

  • Review the team's emails/messages/calls regularly to monitor standards and ensure exceptional quality is the norm.

  • Monitor, update and optimise our Help Centre Knowledge Base.

  • Lead and sign off User Acceptance Testing.

  • Develop relationships with other key functions within the business to ensure an integrated customer experience across departments.

Requirements:

  • Excellent communication skills, fluent in spoken and written English (at least to C1 level).

  • 2+ years of experience providing customer support across multiple channels (i.e., email, voice, chat) with 1 year of team leadership experience.

  • Experience hiring, coaching and evaluating team members.

  • Experience handling and managing customer escalations.

  • Experience working with Product and Engineering teams.

  • Outstanding troubleshooting, analytical, and problem-solving skills.

  • Excellent attention to detail and the ability to write with perfect spelling and grammar, in our brand tone of voice.

  • Basic SQL knowledge.

  • Experience within compliance orientated environments and/or within a regulated industry is desirable, but not essential.

We offer:

  • A daily challenge - in an exciting, entrepreneurial start-up environment, no two days will ever be the same.

  • Make a difference - work within a revolutionary company that is focused on improving lives.

  • Serious commitment to growth - personal development is important to us, and we'll make sure we support your growth and give you broad experience across your role.

  • Open communication with leadership, with transparency and care highly valued.

  • Official employment.

  • Fair and attractive compensation. Competency review.

  • Flexible working hours.

  • Paid sick leave.

  • 5 days for recovery without a sick leave document during the year (100% of your daily base salary paid).

  • 25 calendar days vacation.

  • Modern office near the metro and comfortable workplaces.

  • Daily communication in English.

  • Tea and coffee, cookies, snacks in the office.

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