We are looking for a Lead Customer Support Specialist to take care of our customers - parents from all over the world.
Responsibilities:
- managing responses to users through the customer communication system within the SLA
- creating, updating, and improving support reports
- basic troubleshooting and conveying bug reports to the team for funding rapid resolution
- AppStore, Play Market, and TrustPilot review management
- updating and reviewing communication drafts
- collecting information for conducting CustDev
- coordinating 2 customer support specialists
- maintaining clear and up-to-date support documentation in Confluence
Requirements:
- fluent English and Russian are a must
- 3+ years of Customer Support experience, written requests/chat are preferred
- ticketing system (Zendesk or HelpShift) and CRM system knowledge
- experience being a mentor or being a team leader
- the ability to communicate users’ issues to the team quickly
- ability to work with a high volume of information
What do we offer:
- the opportunity to become part of the best team in the mobile educational technology segment
- high level of autonomy
- acting as the key support specialist who implements the best support practices and shares his vision
- wide range of various tasks
- friendly and professional team
- international product
- payments in dollars
Ready to apply for this role?
Apply Now →
