Customer Support Team Manager
NebulaNew Orleans, LA, US2 days ago
Job type
- Full-time
Job descriptionSupport Agents Head of Support Support Lead and other Team Managers Operations Managers QC Lead Product Team Control the work of agents, their KPIs, and the quality of responses Conduct regular 1 : 1 meetings, create development plans Analyze metrics (FRT, CSAT, backlog, etc.) and look for ways to improve Ensure coverage of shifts, uniform workload, and discipline Check the quality of tickets, provide feedback Support onboarding of new agents Launch initiatives to improve team efficiency and engagement The ability to influence the development of the team and processes Balancing quality and speed Working with a team where everyone has their own pace and style Managing a large volume of tasks Implementing new approaches and improvements in processes 1+ year in the position of Team Lead in Customer Support Work with Zendesk or Intercom Managing knowledge bases, QA frameworks Knowledge of KPIs and metrics (FRT, CSAT, backlog, etc.) Experience with performance reviews and feedback sessions English - C1 Leadership, empathy, responsibility Open communication and the ability to charge the team with energy and motivation Critical thinking, the ability to make decisions calmly even in stressful situations Result orientation, proactivity Experience with AI tools Knowledge of OKR-based performance management Coaching, mediation skills Collaboration with the product, QA, operational teams The ability to influence the development of the team and processes An atmosphere of support, trust, and real interaction Working in a company that values initiative and gives freedom in decision-making A fully remote format and a team that works with soul
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 :
This is a cross-functional role where communication is key to success. What you will do every day :
Challenges you will face :
What we expect :
Hard skills (must have) :
Soft skills (must have) :
It will be a plus :
Why You Will Like This Role
Want to develop a team, create changes, and see the real result of your work? Then join us and let's make support truly proud.
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Customer Support Manager • New Orleans, LA, US
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