Team Lead Support

IT SCOUT Казахстан, Астана 2025-07-25 13:47:48
Откликнуться на astana.hh.kz

Описание

Match — рекрутинговое агентство, состоящее из команды профи, которые помогают находить лучших сотрудников для крупных IT и Digital компаний. Наша цель — идеально сочетать ваши навыки и ожидания, чтобы помочь вам найти работу мечты.

Сейчас мы находимся в поиске Team Lead Support в IT-компанию, создающую передовые веб-платформы для беттинга и гемблинга.

Чем предстоит заниматься:

- Организация и оптимизация многоканальной поддержки клиентов;

- Внедрение и управление системами поддержки (Intercom, Zendesk, HelpScout);

- Разработка и автоматизация процессов (чат-боты, AI-решения, базы знаний);

- Управление командой саппорт-агентов и мониторинг KPI;

- Обеспечение качества обслуживания и соответствия SLA;

- Анализ клиентских запросов и интеграция обратной связи в продукт;

- Взаимодействие с другими отделами (продукт, VIP, технический саппорт, платежи).

Что мы ожидаем:

- Опыт работы в iGaming B2B/B2C от 1-3 лет (Tier 1);

- Глубокие знания работы службы поддержки, SLA и клиентского сервиса;

-Опыт внедрения и работы Intercom, Zendesk, LiveChat, HelpScout;

- Управление многоканальной поддержкой (чат, email, телефон, социальные сети);

- Опыт автоматизации процессов (чат-боты, AI-решения, базы знаний);

- Владение инструментами отчетности и аналитики (Google Analytics, Power BI, SQL — желательно);

- Понимание KYC/AML процессов и регуляторных требований;

- Навыки управления большими командами (10+ человек);

- Мониторинг KPI (FCR, AHT, CSAT, NPS) и их улучшение;

- Лидерство и умение выстраивать командные процессы;

- Гибкость и стрессоустойчивость в условиях высокой нагрузки.

Что мы предлагаем:

-График - 5/2 с гибким началом рабочего дня до 12:00 по мск;

-Стабильные выплаты ЗП 2 раза в месяц: 1 и 15 числа равными частями;

-Оформление по ГПХ с выплатой за отпуск (28 дней) и больничных;

-Полностью удаленный формат работы;

-Техника (Windows или MacBook);

-Доступ к корпоративной онлайн библиотеке;

-Курсы Английского языка и частичная компенсация спорта и сессий с психологом;

-Активная, насыщенная и живая внутренняя культура, в которой хочется быть частью команды;

-Предлагаем конкурентный уровень оплаты, соответствующий вашему опыту и задачам позиции.

Откликнуться на astana.hh.kz

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Карточка вакансии:

  • Должность Team Lead Support
  • Размещено: 2025-07-25 13:47:48
  • Город Казахстан, Астана
  • Зарплата:
  • Компания: IT SCOUT