ENGin шукає Customer Service Team Lead

ENGin, a rapidly growing startup based in the US and Ukraine, is looking for a remote full-time Customer Service Team Lead. This role is a unique opportunity to help grow a dynamic, innovative organization while positively impacting the lives of thousands of young Ukrainians. 

ENGin provides free, high-quality English speaking practice and cultural exchange for Ukrainian students age 13-22.  To date, over 5,500 students and 4,800 volunteers have participated in our online program. We are continuing to grow rapidly, with a goal of reaching 100,000 students. With a unique peer-to-peer learning approach and unprecedented scale, we’re creating an innovative model for transforming an entire country using the power of one-to-one connections. 

We currently offer customer service via email using the Zendesk platform, and have a team of 3 part-time agents. ​

Responsibilities:

• Oversee agents to ensure accurate, timely responses to all student and volunteer questions
• Professionalize our operational processes and build agent training materials to improve the quality of our customer service
• Explore opportunities for offering support via alternative channels (Facebook/Instagram messages, live chat, help center, etc)
• Hire and train new agents as needed
• Personally respond to complex tickets
• Collaborate with team members as needed to gather information to solve complex cases

Requirements:

Our primary requirement is 1+ year experience leading a customer service team. Ideally, this experience would be in a related field (for example, providing support for a technology product OR an education product/service OR providing support to teenagers/young people). We are also looking for:

• Fluency in English and Ukrainian
• Excellent communication skills
• Attention to detail and high level of responsibility
• Ready to work in a fast-paced startup environment with dynamic changes in priorities and processes
• Excited about our mission to transform Ukraine through English fluency
• Stable internet connection in a quiet, professional space and computer with a camera and microphone

What you can expect from us:

• Fully remote work
• Competitive salary based on the results of interview and skill set assessment
• Flexible schedule
• Experience in a fast-paced international organization
• Work in a young and professional team
• Various opportunities for professional development

Deadline for applications: 

We are looking for someone who can start working ASAP, hence the applications will be reviewed on a rolling basis.

To apply, please send your resume with the email subject “Customer Service Team Lead” to [email protected].