TL;DR
Customer Support Team Lead: Leading a team of Russian-speaking customer support agents and ensuring KPI targets are met with an accent on team performance, communication standards, and adherence to policies. Focus on analyzing metrics, identifying gaps, and driving process improvements.
Company
Neo Group is committed to delivering innovative, data-driven solutions that empower clients and foster professional growth within a dynamic and collaborative workplace.
What you will do
- Lead and manage a team of Russian-speaking Customer Support agents (chat + email + call).
- Monitor team performance and ensure KPI targets are met (CSAT, FCR, Handling Time, etc.).
- Conduct regular 1:1 meetings, performance reviews, and coaching sessions.
- Provide ongoing feedback and support agents’ professional development.
- Analyze team metrics and identify performance gaps or process inefficiencies.
- Drive process improvements and contribute to service optimization.
Requirements
- Previous experience in Customer Support.
- Experience in a Team Lead / Senior / Mentor role is preferred.
- Strong leadership and coaching skills.
- Analytical mindset and ability to work with performance metrics.
- Excellent written and verbal communication skills.
- Russian - Native.
- English - B1+.
Culture & Benefits
- Enjoy 5 health days to focus on your well-being.
- Take advantage of 25 paid calendar vacation days to explore, relax, and unwind.
- Get a $30 net per month sports compensation to stay active and healthy.
- Benefit from top-notch medical insurance for peace of mind.
- Indulge in a variety of snacks available in the office.
- Join us for exciting corporate events that foster team spirit and fun!