Lead Customer Service

• Review and creation of all tickets and call reports.
• Management of agent attendance records and ensuring agents receive necessary training.
• Leadership of a motivated team focused on customer service to achieve operational KPIs.
• Establishment and management of team goals and objectives, communicating performance to management and stakeholders.
• Coordination of daily workflow within the team and adjustment of resources to meet service level agreements.
• Operation as a Subject Matter Expert, creating, distributing, and presenting performance reports to identify trends and highlight improvement opportunities.
• Creation of reports documenting errors and problems for resolution.
• Monitoring and evaluation of KPI performance.

• Possession of superior written and verbal communication skills.
• Display of excellent problem-solving and negotiation skills.
• Exhibit good organizational and analytical skills.
• Proven ability as a leader with a strong desire and natural ability to motivate a team, set and achieve targets, and manage career growth and team performance.
• Consistent track record of increasing results and constant evaluation of the effectiveness of the team''s activities to achieve the desired, measurable impact.
• Experience in extracting and utilizing data to inform decision-making.
• Flexibility to occasionally work shifts, holidays, and outside of the standard schedule.
• Use in Freshdesk, Zendesk, JIRA, Microsoft.

• Availability to travel eventually- Work time:- 12h
• 20:30- 20h
• 5h30**Benefits**:- Competitive salary!- Growth opportunities within a company in a hyper-growth phase- Individual development plans- Excellent working environment and collaboration
• Private medical insurance covered by the company- Flexible retribution partner!

Flexible model of workLI-Hybrid