Support Team Lead

Aurora Technologies is a worldwide media company and an exclusive provider of innovative marketing technologies. We have introduced a completely new approach to B2B cooperation, so our partners receive intelligent marketing solutions that bring profit 24/7.

Aurora Technologies is looking for Support Team Lead.

Responsibilities:

• Сustomer assistance all over the world (USA/CAN, Europe, Oceania);
• Сooperation with anti-fraud, billing, product, analytics, development, QA, admin, content, marketing managers to achieve the desired outcome;
• Provide user support and troubleshooting;
• Replicate user issues, provide information for QA and developers;
• Prioritize, plan, schedule, and manage day-to-day support team workload;
• Provide coaching and tutoring with a focus on improving team productivity, commitment, and user satisfaction;
• Create and maintain support documents;
• Evaluate and improve support team performance.

Requirements:

• 1+ years of a management experience - Customer Support Team Lead/Supervisor (preferably in SaaS global company);
• 3+ years of experience in customer support;
• Strong interpersonal skills with an excellent customer service attitude;
• Understanding of customer support key performance indicators;
• Organizational and time-management skills;
• Highly motivated individual, with positive & pro-active attitude;
• Ability to work independently with limited direction and supervision;
• Excellent English language skills — spoken and written.

We offer:

• Great opportunity for independent work, responsibilities, and career development;

• Work with a global brand in a dynamic international company;

• Benefits package (сompensation 50% of medical insurance, foreign language
  courses and sport sections);

• 20-day paid vacation, paid sick leave;

• Team building & corporate parties;

• Cozy office (we work remotely during the quarantine period).