Customer Support Delivery Manager (EverHelp, English & German) at Genesis

Genesis is a full-service international IT company. More than 1,500 people in five countries create products for more than 200 million unique monthly users. We are one of the largest partners of Facebook, Google, Snapchat, and Apple in Eastern Europe. Our ecosystem consists of more than 15 companies and an investment fund.

EverHelp is a project in the Genesis ecosystem. We’re a team of professionals, that’s developing outsourcing support services for plenty of products all over the world at a dynamic tempo. The project launched in 2021, and we've experienced a yearly growth rate of +82%. Since February 2022, we've managed to preserve all our workplaces and, most importantly, we continue to strengthen our team while maintaining an employee satisfaction rate of over 90%.

Our statement:

• We’re against war and unjustified aggression,
• We evacuated all the teammates and their families from the frontline, helped them find a new place to live and provided financial support,
• We provided the team with charging stations,
• We continue to work together for the future of Ukraine.

Our sales team is working hard to onboard new clients, that's why we're looking for a Customer Support Delivery Manager who'll build a partnership with them.

The main mission of this role is to provide high-quality service and to ensure stable processes.

Your future responsibilities include:

• Maintaining communication with clients to ensure that service-level agreements (SLAs) are met and that clients are satisfied with the support services provided,
• Handling escalated issues and make decisions on when to involve higher-level management,
• Maintaining records and documentation of support operations, including reports and issues logs for future analysis and planning,
• Developing contingency plans for handling emergencies and ensure that support services continue during disruptions or critical incidents,
• Collaborating with other departments within the organization to ensure a coordinated approach to service delivery,
• Regularly monitoring the performance of the support team, tracking teams’ key performance indicators (KPIs) and ensuring the targets are met,
• Workforce management - ensuring the team is fully staffed; creating a hiring plan,
• Managing a team of Support Team Leads; create PDP and PIPs if necessary so that the team is growing and developing; conduct performance reviews and 1-on-1s on a regular basis,
• Fostering a collaborative and cohesive team environment where support TLs can share knowledge and best practices,
• Making sure the newbies are properly onboarded and has all the accesses and accounts created,
• Executing the Direct manager’s tasks within the position frame.

Needed experience & skills:

• 2+ years of experience as a Customer Support Team Lead, Support Operations Lead or Support Delivery Manager,
• C1 German and English language knowledge,
• Experience with setting up and managing CRMs and relevant software,
• Ability to adapt to changes easily and make critical decisions swiftly when necessary,
• Capability of strategic planning and management of the support department, considering future needs and potential risks,
• Proficiency in creating systems and processes from scratch,
• Strong affinity for numbers and ability to conduct cause-and-effect analysis based on large data sets,
• Advanced people-management skills.

Work with EverHelp is about:

• Opportunity to join the Ukrainian company and help the Ukrainian economy,
• 20+ vacation days and unlimited sick leaves,
• Medical insurance and +10 Healthcare leaves for mental & physical recovery,
• Continuous learning & development inside a team and on an individual level: compensation for professional webinars, courses, conferences, etc.,
• Ability to work from Lviv & Kyiv offices with free breakfasts and lunches or fully remotely,
• Team of professionals who’s ready for knowledge sharing, internal professional communities, team buildings,
• Free sport classes, corporate discounts for gym membership and for other different services like medical services, language schools, etc.