Customer Support Team Lead

"ILARIA" is a consulting company that provides a full range of HR solutions and process digitalization with our proprietary system. The ILARIA team of HR experts offers services essential for the success of your organization: HR outsourcing and recruitment, market research, and software.

The company "ILARIA" is looking for a Customer Support Team Lead for a partner company:

** Work format: Full-time, On-site

** Work schedule: 10:00-19:00

** Salary: Fixed 4000 GEL + bonus

** Number of vacant positions: 1

Main functions and responsibilities:

Managing the customer support team:

** Managing and coordinating the daily activities of the customer support team; ** Monitoring the work process and results of team members; ** Ensuring the development, motivation, and improvement of professional skills of team members; ** Evaluating individual and team results and providing relevant feedback; ** Improving work processes and efficient redistribution of team resources; ** Developing and improving customer support processes and service quality; ** Developing and improving customer support process standards and service quality; ** Constantly monitoring service quality and customer satisfaction; ** Analyzing customer feedback and recurring problems; ** Identifying existing challenges and proposing relevant initiatives for process improvement; ** Ensuring high-quality service standards.

Managing KPIs and SLAs

** Participating in determining and controlling relevant KPIs and SLAs for the customer support direction; ** Monitoring team results, response time, and service quality; ** Analyzing received results and planning relevant steps for improvement; ** Preparing reports on team activities and providing information to management.

Managing customer complaints and complex cases

** Effective management of customer complaints and complex cases; ** Ensuring timely and customer-oriented solutions to problematic issues; ** Collaborating with relevant departments as needed to fully resolve issues; ** Analyzing recurring problems and implementing relevant initiatives for prevention.

Communication and collaboration:

** Effective collaboration with various company departments to ensure timely resolution of customer issues;

** Sharing customer feedback, problems, and needs with relevant teams;

** Active participation in the development and improvement of the customer support direction;

** Ensuring effective collaboration between different teams to improve customer experience.

Requirements:

** At least 3 years of experience in customer support; ** Knowledge of English and Russian languages;

** Experience in team management and coordination;

** Experience in developing and improving customer support processes and service standards;

** Experience in defining and monitoring KPIs and SLAs;

** Experience in effective management of customer complaints and complex cases;

** Ability to analyze team results and make informed decisions;

** Reporting and accounting experience;

** Strong leadership, communication, and organizational skills;

** Ability to prioritize effectively and work in a dynamic environment;

** Problem analysis and effective solution skills;

** High sense of responsibility and result-oriented approach.

If interested, please send your resume to:

Please indicate the position title - "Customer Support Lead" in the subject field.

Good luck!

1. Your personal data will be processed by LLC "Ilaria Consulting" (hereinafter - the Company) in an automated and/or non-automated manner (including through authorized persons), acting in accordance with international data protection standards and applicable legislation.

2. The purpose of processing personal data is to determine the candidate's compliance with current and/or future job requirements. Information about the candidate will be stored for no more than 3 years. The Company will process the information provided by you to the extent necessary for your employment in a vacant position.

3. We inform you that the Company carries out the candidate selection process in compliance with the requirements of the Georgian Law "On Elimination of All Forms of Discrimination". We condemn and reject any form of discrimination, both in pre-contractual and employment relationships.

4. By sending your resume to the specified e-mail address, you confirm and agree to these conditions regarding personal data processing.

5. If you wish to receive additional information about your personal data processed by the Company, and/or if you do not want further processing of your data, and/or you want to update/destroy/delete information or realize your other rights established by the Georgian Law "On Personal Data Protection", please contact us at: