Customer Support Team Lead - Remote

Overview

Become a part of a one-of-a-kind sailing yacht booking service. We are the first concierge service for skippers, successfully growing on the European market for 7 years: an easy and technology-driven way of renting a sailboat.

In Short

• Oversee the daily work of 6 CS managers.
• Assist managers in complex cases with clients and charter companies.
• Conduct case studies with managers.
• Monitor key metrics — NPS, SLA.
• Help to build and improve internal processes.
• Assist in the preparation of training materials and internal guides, participate in onboarding.
• Assist in prioritizing payments to charter companies.
• Communicate with charter companies.

Requirements

• You have at least 3 years of experience in Customer Success or Customer Support.
• You can hear and understand the client, and you want to take care of them.
• You can structure information, build processes, and prioritize tasks.
• You build good relationships within and between teams.
• You can switch between tasks quickly and easily.
• Not afraid to take responsibility.
• Fluent in Russian.
• Fluent in English - from B2.

Benefits

• Remote work - you can work from anywhere in the world;
• Working mode: 5/2 from 10 to 19 СЕТ. Mon - Fri out of season, from Tue to Sat - in season.
• Opportunity for professional development and training;
• Participation in corporate trips - once a year, we organize a week of sailing experience for all employees of the company;
• Flexible calendar of holidays - our employees live in different countries, so we offer them the opportunity to form their own calendar of holidays.