Customer Support Team Lead

AppFollow is an App review management and App Store Optimization (ASO) platform.

Our primary goal is to simplify the everyday routines of app developers, product managers, marketing teams, customer support, etc. AppFollow helps you gather and manage your apps and games data, increase app average rating, improve app store rankings, and app user loyalty.

As a Customer Support Team Lead, you will hire, coach, inspire, assist, and lead the team to achieve goals. The L1 Customer Support Team Lead is instrumental in not only ensuring the team achieves overall business objectives including productivity and accuracy of work, but also in providing a sense of belonging, inclusion, and focus on personal development for each individual on the team.

We’re looking for:

• 2+ years of people management (at least 5 direct reports), experience in Global Support is a plus
• 4-5+ years in Customer Support/Technical Support (client-facing roles), experience with SaaS companies and startups is a plus
• Proven leadership abilities, or prior leadership experience from a previous role
• Organizational skills with the ability to prioritize workload, multi-task, high accountability, and excellent attention to detail with the capability to thrive in a fast-paced environment
• Forward-thinking approach with the ability to problem-solving complex issues, and build new processes to drive shared goals across internal and external teams
• Solid Zendesk experience and Zendesk administration is a plus
• Excellent communication skills in both English (B2+) and Russian

Your activities will include:

• Run a team of L1 Customer Support Associates in a hyper-growth environment including developing the team for future changes
• Operate L1 Customer Support team schedule and workload to ensure adequate coverage for all shifts
• Manage the L1 Support team and individual performance, ensure employees have appropriate training and other resources to perform their jobs, provide performance feedback and coaching regularly to each team member
• Analyze trends in performance for L1 Customer Support Associates group through tickets review and chats sent and provide feedback to individual and management about successes and opportunities
• Collaborate with the L2 Support team to streamline escalations between L1 and L2
• Follow up with customers to gauge their satisfaction with problem resolution identifying problem areas and implementing corrective actions
• Participate in the communication with customers via email, chat, and zoom, investigating and resolving customers problems
• Administer Zendesk Support and Guide to maintain best-in-class customer support KPIs on first response time, customer satisfaction, and customer effort
• Help in building scalable standards and procedures within the Customer Support teams; manage and improve those standards
• Keep the customer support department updated on the latest customer support practices to keep the business at par or even ahead of competitors in the industry

Benefits we offer

• Full-time remote job. Though you’re always welcome to spend time with us in our office in Helsinki. Or to meet in a co-working with the colleagues who live in the same location as you
• Quarterly and annual bonuses based on achieving KPIs and your personal performance and extra efforts
• 35 days of paid vacation. Take the time you need to stay charged. By prior agreement, you can have days off for special occasions, we are pretty flexible here
• Paid corporate meet-ups. We get together twice a year at various locations (St. Petersburg, Moscow, Helsinki, Riga etc.) to work and spend time together offline. We bear all the travel costs for your accommodation, flights, lodging, and other business travel expenses
• We compensate 50% of all of your education costs, including English courses
• Health insurance
• You’ll have executive-level visibility into how the company is running and performing
• We’re always ready to provide dedicated support and fast-track your on-boarding, give you the tools you need to be successful

Please include a cover letter with answers to the following questions. We want to get known you better!

• Tell us about a time when you went the extra mile to help someone with a problem
• Tell us about a time where you have implemented a new process or procedure that has made your role (or elements of your role) easier
• Tell us about a time where you have refined or created a process to save the business cost