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.

Growth Team focuses on finding new substantial growth levers for the projects within Genesis ecosystem through rapid, data-informed experimentation. Together with C level executives they identify new business opportunities and create MVPs to test hypotheses bringing together marketing, product, engineering and analytical expertise.

We are always looking for optimistic, proactive candidates who would not only possess substantial field expertise but would also empower the growth team with a relentless drive to turn ideas into actionable hypotheses and then into working business solutions.

We are looking for Customer Support Team Lead to manage a support team of up to 10 Customer Success Representatives to deliver superior customer experience.

Responsibilities:

  • manage the support team;
  • monitor the KPIs of the team, the quality of service and the correctness of responses to customers;
  • ensure that every customer is efficiently onboarded and gets an answer to all their doubts;
  • create a healthy climate in the team and increase productivity;
  • form a team, participate in hiring process;
  • automate and improve workflows;
  • acquire and maintain relevant knowledge of Zendesk solutions and products;
  • participate in global and cross-company projects to improve our products and optimize our users’ experience

Requirements:

  • advanced / proficient English level;
  • organizational and management skills, excellent communication skills;
  • experience in optimizing processes and increasing the efficiency of used resources.;
  • ability to organize and plan the work of the department;
  • experience with Zendesk software products and services;
  • previous experience in QC / Team Lead positions
  • experience in creating processes within the support team;
  • stress resistance and business orientation.



Genesis is a unique place for development and growth:

Task variety

We build Customer Support Team for the world’s top apps in their niche, so you will have the unique chance to cooperate and communicate with the Product Managers of all the products, to be exposed to new and enriching experiences.

Health care and Sport

We provide employees with health insurance.The office also has an in-house corporate doctor. Free training for running, football, basketball, volleyball, and yoga with professional coaches is available to staff. Corporate discounts for gym membership and sponsorship for participation in sports competitions are also accessible.

Learning and Development

We have Business and Management Schools for company employees with Genesis executives as lecturers. We provide an online library and free English lessons as well as access to paid conferences, training, and seminars.

Loud parties

Every summer and winter, we organize parties with crazy line-ups at cool locations. Every month each project meets for a get-together, and after a quarterly report, there is a party.

Genesis is an entrepreneurial ecosystem where every employee can make their ideas a reality. Almost all Genesis executives have grown within the company and started managing projects by the age 22-27 years. We invest and encourage the initiatives of our employees. Currently, 70% of Genesis' revenue comes from projects that five years ago didn't even exist.

Join our team!

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