The role of Customer Service Team Lead is to ensure achievement of goals and key performance indicators of the team, and ensuring processes are running smoothly within the department (implementation, adjustment, changes, explanation to agents.
Duties and Responsibilities :

• Provide recommendations for improving work processes (quality, efficiency, speed).
• Collaborate and involve employees of related departments on product improvement matters.
• Collect and monitor analytics and statistics to track department progress and share with related departments.
• Monitor the achievement of key department metrics.
• Calculate KPIs and bonuses.
• Conduct scheduled departmental meetings (group and personal).
• Approve and adjust the schedule, vacation calendar.
• Train the existing team and new employees to provide the best possible customer experience.
• Serve as an escalation point for complex cases.
• Analyze and structure data on user requests to customer support.

Salary & Benefits:

• Competitive fixed salary
• Salary payment: last working day of the current month
• Annual leave: 21 paid vacation days
• Daily catered hot lunch
• Free coffee, tea, snacks, and fruit
• Modern, comfortable office environment
• Team building activities and corporate events
• Rotating access to parking spaces
• After probation period: Private medical insurance