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LeadFull-timeRustAI
Salary Range
$108,375 - $146,625 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for a Customer Support Team Lead to join our team at SKELAR, a venture builder that creates international tech businesses. This role will involve influencing product development and directly impacting business results and user value.
Key Responsibilities
- βAudit current processes and identify areas for improving customer support
- βManage and scale the team according to business needs
- βForecast customer support requests based on various factors
- βPlan and execute significant team expansion, including structure, hiring process, and candidate integration
- βLaunch AI in support processes to relieve agents during peak hours
- βAutomate QC processes and improve the current system
- βPlan and conduct team events and team-building activities for remote teams
- βDevelop team culture and community
- βTransmit user feedback to different business directions
- βImprove ratings on review sites like Trustpilot and Sitejabber
Requirements
- βExperience in managing customer departments for at least 2 years
- βHigh level of English (B2+)
- βStrategic vision and analytical thinking
- βExperience in setting goals: OKRs, KPIs, roadmaps
- βWillingness to launch AI tools and automation flows
- βExperience with ticketing systems (Freshdesk/Zendesk/Intercom) and their configuration
- βDeep understanding of QC processes
- βAbility to build trusting relationships in a team
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