Customer Support Quality Control Manager - Remote

Overview

SKELAR is a venture builder that creates international product IT companies following the rules of the venture capital world. We are currently seeking a Customer Support Quality Control Manager for one of our businesses, Brighterly, which is an online school for teaching mathematics to children in English-speaking countries.

In Short

• Manage and evaluate communication processes and resolution of customer inquiries.
• Provide systematic feedback on team and individual performance.
• Conduct one-on-one sessions with agents for feedback and improvement.
• Report weekly on personal and team results.
• Maintain and update the Internal Knowledge Base.
• Create and conduct Knowledge Sharing sessions.
• Identify areas for process improvement and technical implementations.
• Develop new processes for quality assurance in the support team.
• Handle ad-hoc tasks from the Customer Success Lead.
• Influence product development and internal support processes.

Requirements

• Senior-level experience in customer support.
• Deep understanding of all support processes and mechanisms.
• Ability to clearly explain technical and business-oriented processes.
• Experience in setting quality and customer satisfaction standards.
• Proven track record in resolving complex customer cases.
• High level of independence and responsibility.

Benefits

• Work with a strong team of experts.
• Opportunities for rapid growth within the company.
• Flexible schedule that can adapt to your lifestyle.
• Contribute to improving children's education.
• Access to training, courses, and conferences.
• Medical insurance and corporate doctor.