Customer Support Team Lead

OBRIO is an IT company with Ukrainian roots inside Genesis business ecosystem. Our team consists of more than 250 talented professionals whose ambitions and striving for success help us build the best products on the market. We have offices in Kyiv and Warsaw.
We are developing Nebula — the biggest brand in the spiritual niche. Nebula has over 60 million users worldwide and has been ranked as the № 1 lifestyle app of the day in the Apple Store and Play Market in the USA, Canada, and Australia several times. Nebula is available on iOS, Android, and Web.

Our mission is to make people happier by improving the quality of their relationships.
Here are some details we would like to share with you:

• Nebula is #1 in its niche in terms of downloads and revenue targets;
• 60 million users worldwide;
• Users from 50+ countries;
• 4.8 — our average AppStore rating (with more than 215 thousand ratings).
• OBRIO’s achievements and team’s expertise were shared in Tier-1 international and Ukrainian media, organizations, and brands such asForbes Ukraine, TechCrunch, VECTOR, The Next Web, Tech.eu, Entrepreneur Media, Fast Company, AIN, IT Arena, MEGOGO, DOU, Projector Institute.

Who are we looking for?

To make our support service even better, we are looking for a Support Team Lead who will take our operational efficiency to the next level, create the right growth vector for our support agents and supervisors, and help build a strong, effective communication framework within the team.

Your impact:

• Analyze and optimize support team performance;
• Work on automation and process improvement;
• Audit and enhance workflows;
• Improve team knowledge;
• Implement operational metrics;
• Provide feedback to SVs and agents (if needed);
• Maintain discipline within the support team;
• Support supervisors' PDP;
• Assist in hiring new agents and SVs.

About you:

• 2+ years of experience as a Support Team Lead;
• Analyze team performance and optimize processes;
• Implement and track operational metrics;
• Conduct feedback sessions and maintain discipline within the team;
• Improve the knowledge level of the support team;
• Assist in recruiting new team members (agents and supervisors);
• Work on process automation and improving support efficiency.

Our benefits:

• Benefit from the flexibility to work from anywhere in the world;
• Work from the comfort of your home or from one of our offices in Kyiv or Warsaw. The choice is yours!
• Enjoy 20 annual vacation days and unlimited sick leave, all covered by the company;
• Don’t worry about getting the right equipment, we’ve got you covered if necessary;
• Stay healthy with access to a corporate doctor online, and health insurance options in Ukraine or a fixed amount towards insurance abroad after your probation period;
• Keep learning with our extensive corporate library, internal online meetings, and lectures;
• Grow your skills with our training compensation program;
• Take advantage of our supportive corporate culture, including assistance with relocation, advice on legal stay abroad, housing support, and help for third-country nationals;
• Have fun with our online events and team-building activities

Here’s what our hiring journey looks like: Initial Screening ➡️ Skills Assessment ➡️ Team Interview ➡️ Final Check ➡️ Job Offer.

Let's team up and reach for the stars together!

More about us on social media: Facebook, Instagram, LinkedIn, TikTok.

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