Customer Support Team Manager_German Desk (EverHelp) at Genesis

Genesis is a full-service international IT company. More than 1,500 people in five countries create products for more than 200 million unique monthly users. We are one of the largest partners of Facebook, Google, Snapchat, and Apple in Eastern Europe. Our ecosystem consists of more than 15 companies and an investment fund.

EverHelp is a project in the Genesis ecosystem. We’re a team of professionals, that’s developing outsourcing support services for plenty of products all over the world at a dynamic tempo. The project launched in 2021, and we’ve experienced a yearly growth rate of +82%. Since February 2022, we’ve managed to preserve all our workplaces and, most importantly, we continue to strengthen our team while maintaining an employee satisfaction rate of over 90%.

Our statement:

• We’re against war and unjustified aggression,
• We evacuated all the teammates and their families from the frontline, helped them find a new place to live and provided financial support,
• We provided the team with charging stations,
• We continue to work together for the future of Ukraine.
  

We’re growing rapidly, and that’s why we’re focusing on building a new in-house Support Team now. We’re on the lookout for a professional Customer Support Team Manager for German Desk, who’ll be taking care about a new team.

The main mission of this role is to provide high-quality service and to make everything needed for the team to achieve their goals.

Your future responsibilities include:

• Providing direct supervision and guidance to a team of support agents,
• Monitoring the performance of support agents, including call quality, response times, and issue resolution,
• Offering real-time feedback and coaching to help support agents improve their performance,
• Handling escalated customer issues and complex problems that cannot be resolved at lower support levels,
• Providing ongoing coaching and 1–1 sessions to ensure the agents’ understanding of the processes and flows, build trust and cooperation within the team,
• Executing the newbies’ onboarding and ensuring the newcomer has all the necessary tools, accesses, and knowledge to successfully start their shifts,
• Continuously monitoring the team’s performance and adherence to key performance indicators (KPIs),
• Fostering a collaborative and cohesive team environment where support agents can share knowledge and best practices,
• Using performance metrics to identify areas for improvement and implement corrective actions,
• Assessing the skills and development needs of team members,
• Working with individual team members to create professional development plans and help them achieve their goals,
• Workforce management: ensuring 24/7 shift coverage as well as proper performance on the shift; ensuring smooth transitions and handovers between shifts, sharing important information and updates with incoming and outgoing teams,
• Executing other tasks from the Direct Line Manager to ensure the service is delivered according to the SLAs.
  

Needed experience & skills:

• At least 1 year of experience as a Customer Support Team Lead,
• English language knowledge at a B1 level, German language — C1,
• Support system knowledge and experience in building processes,
• Analytical skills,
• Knowledge of creating and interpreting reports to monitor team performance and make data-driven decisions,
• Ticketing systems knowledge - Knowledge management skills,
• People management (conflict resolution and crisis management included).
  
  

Work with EverHelp is about:

• Opportunity to join the Ukrainian company and help the Ukrainian economy,
• 20+ vacation days and unlimited sick leaves,
• Medical insurance and +10 Healthcare leaves for mental & physical recovery,
• Ability to work fully remotely,
• A professional team of specialists who are ready to share their expertise, along with internal communities and team activities, fosters continuous learning and development both within the team and on an individual level,
• Opportunity for a career growth. 32% of our teammates obtained a new role during their first year of work in our company. 86% of our Team Leads have been our Customer Support Agents in the past,
• Сorporate discounts for gym membership and for other different services like medical services, language schools, etc.