About the product
The team works on a group of services in the field of urban transport and logistics. With millions of active users to date, we are committed to expanding our reach within Ukraine and internationally. We provide our users with web and mobile applications based on a strong backend and a clean UI/UX. In addition, we have established dedicated departments for business operations, marketing, and customer support. Finally, we offer development models as our product and SaaS for external markets.
Responsibilities
- Organize the support teamwork
- Motivate employees to improve the quality of customer request processing
- Foster professional development among recruitment and support staff
- Develop and regularly update FAQs for users
- Describe support processes and participate in communication with other structural units
- Distribute the tasks among the support staff
- Optimize processes within the team and analyze their performance
- Create instructions and working guides for the support team
- Evaluate the quality of the customer request processing
- Monitor timely completion of customer requests
- Develop, maintain, and track the relevance of the KPI system
- Organize meetings, presentations, and assessment tests for the support staff to build and maintain a high level of competence
Requirements
- 3+ years of experience in customer support
- 1+ years of experience in a management role (Head, Team Lead)
- General understanding of the taxi services market
- Experience with IT or complex technology products
- Strong verbal and written communication skills
- Strong problem-solving skills
- Proactivity
- Proficiency in describing and optimizing business processes
- Flexibility to solve non-standard tasks
- Critical thinking
- Excellent communication skills
Nice to have
- University degree in Engineering, Philology or Psychology
- English — Upper-Intermediate or higher
Working conditions
- No overtime required
- Flexible working hours
- 19 working days of annual vacation
- 15 working days of sick leave
- Medical insurance coverage
- In-house English courses
- Opportunities for professional and personal development (50% tuition fee coverage)
- Various activities: corporate parties, team-building events
Please note that due to exceptional circumstances such as being under martial law, some of the mentioned benefits and provisions may be subject to temporary limitations or adjustments.
