Design, establish and run effective and efficient process of support of DMarket customers by building and leading customer support team, setting up appropriate tools and performance metrics and developing a culture of customer obsession and continuous improvement.
— 1+ years of Customer Support Team Lead.
— Excellent communication skills and customer-oriented approach.
— Upper-intermediate/Advanced level of English.
— Crazy fast typer in Russian, Ukrainian, English.
— Grammar nazi.
— Fluent user of common software applications.
— Familiar with customer care systems and practices.
— High education. Preference to Master degree in Linguistics or Computer science.
Teamwork. The need to undertake delegated work; contributing as an active member of the team; motivating others in the team; and providing leadership and direction for the team. This section also covers the induction of new colleagues; coaching and appraising individuals who are supervised, mentored or managed by the role holder; and giving guidance or advice to team members on specific aspects of work.
Planning & organizing. Covers organizing, prioritizing and planning time and resources.
Communication. The need to convey basic factual information clearly and accurately; conveying information in the most appropriate format; and explaining complex or detailed information.
— Design, launch, document and continuously improve effective and efficient process of resolving customers’ support requests via online channels.
— Lead the team of customer support specialists toward customer support excellence objectives. Manage team load by precise planning of resources. Onboard new agents.
— Resolve product or service problems by clarifying the customer’s complaint; determining the root cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
— Moderate support content in chats, discord and social networks.
— Handle refund and chargeback requests, communicate with payment providers, report to stakeholders.
— Manage customer support knowledge base: compile information from a wide variety of sources and then interpreting and presenting it in the form of new support topics, involve internal stakeholders in preparation of correct answers, update information according to changes in product just in time. Coordinate proofreading of support materials. Clean up information database by removing outdated topics. Prepare templates for fast agent’s answers.
— React on product performance alerts with prompt preparation of official responses and recommended answers.
— Alert product and engineering teams in case of urgent issues reported by customers.
— Prepare customer care reports by collecting and categorizing customer requests information.
— Contribute to the development of new product features by generating ideas and highlighting risks from customer support perspective.
— Develop knowledge and skills of customer support specialists.
— Prepare, defend and follow customer support budget. Report budget performance on regular basis.
What we offer:
— Team of like-minded professionals.
— Unique project with modern technologies.
— Opportunities for career development and financial growth.
— Free lunches.
— Free of charge English classes.
— Budget for professional development.
— Game room with chill-out zone, kicker, and gamepad.
— Computer club, VR.
— Coffee point with a real barista.
— Flexible timetable and modern office in the center of Kiev (Pecherska).
We are looking for talented and experienced Customer Support Team Lead.
Who we are: Our company started from gamers community garage sales in 2008. We develop and support own game projects and always try to keep that old-school gaming community sense of friendship and humor in our company. We launched e-commerce Steam™ skins trading platform with 2 million visitors monthly and became the World’s TOP #1 merchant of digital goods. And now we are developing the new worldwide project.
About project: DMarket is a new ecosystem where gamers, developers, and entrepreneurs can efficiently and securely evaluate and trade virtual items. We combine blockchain technologies and seven years of industry experience to open this multi-billion dollar market to the existing world economy.
Join DMarket team today!
Career LevelTeam Lead