Team Manager (Customer Support)
OBRIO is a product-driven IT company with Ukrainian roots, part of the Genesis ecosystem. We create digital products that millions of people worldwide use, aiming for every user to receive not just a service but care, understood in any language. Our products, team, and approach have been recognized by Forbes Ukraine, TechCrunch, Fast Company, VECTOR, IT Arena, DOU, and other international media.
Mission of the Role
The Team Manager in Support is someone who :
- Has the ability to influence the development of the team and processes
- Supports the stable efficiency and motivation of the team
- Helps agents grow professionally
- Ensures high quality of customer service
- Transforms feedback into real process improvements
You will work with :
Support AgentsHead of SupportSupport Lead and other Team ManagersOperations ManagersQC LeadProduct TeamThis is a cross-functional role where communication is key to success. What you will do every day :
Control the work of agents, their KPIs, and the quality of responsesConduct regular 1 : 1 meetings, create development plansAnalyze metrics (FRT, CSAT, backlog, etc.) and look for ways to improveEnsure coverage of shifts, uniform workload, and disciplineCheck the quality of tickets, provide feedbackSupport onboarding of new agentsLaunch initiatives to improve team efficiency and engagementChallenges you will face :
The ability to influence the development of the team and processesBalancing quality and speedWorking with a team where everyone has their own pace and styleManaging a large volume of tasksImplementing new approaches and improvements in processesWhat we expect :
1+ year in the position of Team Lead in Customer SupportHard skills (must have) :
Work with Zendesk or IntercomManaging knowledge bases, QA frameworksKnowledge of KPIs and metrics (FRT, CSAT, backlog, etc.)Experience with performance reviews and feedback sessionsEnglish - C1Soft skills (must have) :
Leadership, empathy, responsibilityOpen communication and the ability to charge the team with energy and motivationCritical thinking, the ability to make decisions calmly even in stressful situationsResult orientation, proactivityIt will be a plus :
Experience with AI toolsKnowledge of OKR-based performance managementCoaching, mediation skillsCollaboration with the product, QA, operational teamsWhy You Will Like This Role
The ability to influence the development of the team and processesAn atmosphere of support, trust, and real interactionWorking in a company that values initiative and gives freedom in decision-makingA fully remote format and a team that works with soulWant to develop a team, create changes, and see the real result of your work? Then join us and let's make support truly proud.
