Support Lead 1.10
Core
Lead a small support team to manage user inquiries, ensure quality, and improve the customer experience for the 'Mriya' educational ecosystem app.
Role type
Support Team Lead
Builds
User support operations for the Mriya educational platform
Domain
Education technology
Deliverable
client delivery
Required skills
Team leadership, multi-tasking, communication, problem-solving, prioritization, analytical skills, CRM usage, reporting
Preferred skills
Training new agents, quality monitoring, performance evaluation, process improvement
Technologies
Google Workspace, CRM
Responsibilities
Manage a team of up to 10 support agents, process user requests, train new agents, monitor call duration and team workload, listen to calls for quality control, evaluate team performance, create development plans, generate reports for management, resolve user escalations, motivate the team to meet goals