Customer Support Team Lead
- Рівень:
- lead
- Джерело:
- djinni.co
Що робити
- Run the Zendesk queue every day: shifts, priorities, first-response time, backlog.
- Lead the team: workload, training, and consistent, correct answers.
- Work with the supply chain team on warranty replacements, parts and shipping: you own the customer side of each case.
- Escalate technical cases to engineering with complete information: charger serial number, app account, what was already tried.
- Own macros, Help Center articles and the AI chatbot flow, and keep them accurate.
Що очікуємо
- 3+ years in customer or technical support, including at least 1 year leading or coordinating a team (team lead, shift lead or senior agent).
- Experience supporting connected hardware or technical products (smart home, IoT, electronics, telecom): Wi-Fi setup, mobile apps, step-by-step troubleshooting.
- Confident user of Zendesk or a similar helpdesk (Freshdesk, Help Scout, Intercom).
- English C1: clear written and spoken communication with US and Canadian customers.
- Fluent Ukrainian or Russian for working with the team.
Що пропонуємо
- Basic knowledge of EV charging or home electrical setup: Level 1/2 charging, breakers, adapters, NEMA outlets.
- Zendesk admin experience: macros, triggers, views.
- Experience with warranty and RMA processes.
- Support experience in a hardware or e-commerce company with US customers (Amazon sellers included).
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