Support Lead

BIGPLAY Казахстан, Алматы, улица Байзакова, 280 2025-08-27 10:42:26
Откликнуться на almaty.hh.kz

Описание

Обязанности:

  • Построить процесс поддержки пользователей с нуля: от выбора инструментов до создания базы знаний

  • Организовать работу первой линии поддержки (чат, почта, соцсети, Discord, Telegram)

  • Отвечать на сложные или эскалированные запросы игроков и команд

  • Настроить SLA, стандарты коммуникации и систему тикетов

  • Нанимать, обучать и развивать команду саппорта

  • Собирать обратную связь от игроков и транслировать её в продукт/разработку

  • Следить за метриками (CSAT, время ответа/решения, повторные обращения) и улучшать их

  • Разрабатывать идеи по автоматизации: боты, шаблоны, FAQ, видеогайды

Требования:

  • Опыт работы на позициях Support Lead / Head of Support / Team Lead саппорта от 2 лет

  • Навыки построения процессов и управления командой (от 4-5 человек)

  • Знание инструментов: тикет-системы, чат-боты, база знаний

  • Опыт работы с метриками (CSAT, SLA, NPS) и их улучшением

  • Отличные коммуникативные навыки, стрессоустойчивость

  • Будет плюсом опыт в киберспорте или игровых продуктах

Условия:
  • ​Офис в центре города в SmartPoint, где есть вся нужная инфраструктура со столовой, кофейнями, спортзалом, местами для отдыха

  • Обучение от компании — книги, курсы, внутреннее обучение, форумы

  • Оформляем в штат согласно ТК РК

  • Своевременно выплачиваем ЗП

  • Точный размер ЗП определяется по результатам собеседования и испытательного срока.

Откликнуться на almaty.hh.kz

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Карточка вакансии:

  • Должность Support Lead
  • Размещено: 2025-08-27 10:42:26
  • Город Казахстан, Алматы, улица Байзакова, 280
  • Зарплата:
  • Компания: BIGPLAY