Customer Support Team Leader

Що робити

Organizing the daily work of the Customer Care Center for the European market (10+ employees) and developing high empathy and proactive end-to-end parcel monitoring skills within the team;
Systematically ensuring the team consistently meets quantitative and qualitative SLA/KPI targets, identifying recurring delays or bottlenecks;
Directly handling non-standard, critical customer situations and engaging internal teams and international colleagues (up to country CEOs) to resolve complex cases;
Monitoring and preparing analytical reporting for top management to continuously improve service quality and logistics processes, utilizing data to discover bottlenecks;
Providing expert assistance to the team regarding international delivery services, pricing, and customs regulations, and actively participating in implementing new tools and processes;

Right now, we are looking for a Customer Support Team Leader to join our Customer Care Center and lead a team that makes a real difference for our customers every day.
You are our candidate if:
You have 2+ years of professional experience, including managing a team of 10+ people in Customer Experience/Support;
You deeply understand CX standards, SLA monitoring, international delivery stages (export/import), and customs procedures;
You are proficient in MS Office and Google Sheets, with the ability to analyze data and identify process bottlenecks;

Everything is official — we provide social guarantees: paid sick leave, vacations, and business trips.
We provide medical and life insurance for our employees.
We provide equipment for comfortable and efficient work.
Work where you feel comfortable — hybrid or fully remote.
With us, you can develop your skills, participate in new projects, and grow within the company. Our team is united by professionalism, trust, and a common goal.