Lead Support Specialist

This is a fully remote position, open to applicants in Ukraine.

📋 Description

• Evaluate the existing support framework and redesign the processes within the support department.

• Set up and enhance Freshdesk, incorporating SLA regulations, automation, and AI-driven functionalities.

• Develop and sustain a knowledge repository for both internal and client-facing support requirements.

• Enhance and standardize the client onboarding experience.

• Address L2/L3 support tickets while ensuring effective and high-quality issue resolution.

• Organize support workflows and promote improved performance and accountability within the team.

• Establish and monitor essential support quality metrics such as CSAT, NPS, SLA adherence, and onboarding efficiency.

⛳️ Requirements

• Over 5 years of experience in a support or customer service position, ideally within a technology services organization.

• Proficient in Freshdesk or comparable ticketing/help desk systems, including SLA configuration, automation, and workflow enhancement.

• Capability to create and organize a knowledge base while refining support documentation.

• Experience in improving client onboarding processes and managing service quality metrics.

• Strong analytical and problem-solving abilities with the capacity to independently manage L2/L3 support tickets.

• A leadership-oriented mindset with the skill to coordinate support operations and elevate team performance.

🏝️ Benefits

• Competitive salary package.

• B2B contract arrangement.

• Paid sick leave.

• 20 days of paid vacation annually.

• Complimentary English language courses.

• Flexible working hours.

• Official holidays treated as non-working days.

• Funding for courses and certifications.

• Access to coaching and psychological consultations.

• Workshops available for skill enhancement.

• A structured career development plan.

• Mentorship opportunities.