Customer Support Lead
- Рівень:
- lead
- Джерело:
- djinni.co
Що робити
- Own and continuously develop the Customer Support function, identifying opportunities to improve quality, efficiency, and scalability.
- Lead the Support team: assess current performance, identify strengths and development areas, set clear expectations, and continuously improve team effectiveness and quality.
- Define and implement clear quality standards, performance expectations, and workload and capacity management approaches.
- Analyze the current team schedule and coverage model and propose improvements based on workload and business needs, scaling the team when necessary.
- Build transparent Support analytics and regular reporting across key metrics such as First Response Time, Resolution Time, SLA Adherence, CSAT, AHT, productivity, workload, utilization, and capacity.
Що пропонуємо
- An opportunity to shape Support processes, metrics, quality standards, automation, and team practices rather than simply maintain an established setup.
- Close collaboration with the Head of Payments and cross-functional teams including Pro
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