Support Team Lead/Shift Lead

Futurra Group is a fast-growing Ukrainian IT company. We successfully develop and promote our own products: cross-platform mobile-first products, applications for iOS and Android, Smart Home products with 10+ million unique users every month.

We are looking for an ambitious Engagement Team Lead/Shift Lead (remote) to join our Operations Team. Engagement Team Lead role is all about ensuring communication and management of supply agents. The candidate will maintain their KPIs and report on team performance to the Operations Manager.

Key Responsibilities:
- track the agents' KPIs and drive the team to improve work quality;
- communicate with agents on their attendance/performance (i.e. KPI adherence);
- implement new and updated guidelines/policies, tailor information to the supply agents properly;
- deal with ongoing flow of different questions from agents, convey information in comprehensive and polite way;
- manage the working schedule of current supply agents.

As our candidate you have:

- 1+ year of work experience as Customer Support Team Lead/Shift Lead or 2 years as Customer Support Agent;
- advanced written English (C1);
- team management experience;
- result-oriented approach;
- deep understanding of appropriate communication with customers/agents;
- ability to comply with tasks independently and take responsibility in challenging situations.

The growth of our employees is a success of our company, therefore we have created the most comfortable working conditions:
- 14-15 working days/month (~3-4 days/week, both weekdays and weekends);
- remote format;
- non-bureaucratic environment;
- your career and financial growth directly depend on your results.

The conditions could be negotiable upon passing the probation period.

Futurra Group is built on continuous investment in people. All of our managers have implemented their own ideas and have grown within the company.
Join us!