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Customer Service Team Lead

2 months ago

Mountain View, California, United States GEGI LLC Full time

About GEGI LLC

GEGI LLC is a leading provider of web-based student management systems for small to medium-sized postsecondary educational institutions. Our system has established a comprehensive process for teaching students, from enrollment to graduation.

Key Challenges and Opportunities

Our system addresses several key challenges and opportunities for universities, including:

  • Setting up the system for a specific university, including programs, groups, general rules, user profiles, and permissions.
  • Student enrollment, including creating profiles, setting up groups and courses.
  • Maintaining the learning process, including attendance, assessments, and tracking the effectiveness of the studying process.
  • Financial processes, including tuition fees, grants, and loans, as well as billing, enrollment, and refunds.
  • Communication between employees and students, including emails and text messages.
  • Numerous reports, including those for US government agencies and university accounting.
  • Document flow, including auto-creation of standard agreements between the university and students, and the possibility of using an electronic signature.

Job Summary

We are seeking an experienced professional to join our customer care team as a Customer Service Team Lead. The successful candidate will be responsible for overseeing the day-to-day operations of our customer services and working as a lead support specialist and team supervisor.

Key Responsibilities

  • Assisting and helping the Team Lead in monitoring and improving the working processes of the customer service team.
  • Developing and implementing process improvements to increase efficiency in customer service operations.
  • Creating reports on customer feedback or satisfaction to help improve the customer service experience over time.
  • Coordinating with other departments to ensure that customer service issues are resolved quickly and efficiently.
  • Measuring performance by conducting regular audits to identify areas for improvement and making adjustments accordingly.
  • Assisting in growing the skills of individual team members, providing feedback on appropriate case handling, and troubleshooting strategies.

Requirements

  • Minimum 2 years of working experience as a Customer Care Specialist in IT and IT-related areas.
  • Strong desire to strengthen and refine professional effectiveness.
  • Experience in building processes, working with documentation.
  • Experience in managing and mentoring people.
  • Excellent communication skills.
  • High level of self-motivation.
  • English level Upper Intermediate +.

Preferred Qualifications

  • Experience in support dealing with native English-speaking customers.
  • Experience in analyzing and fixing bugs in various systems (Jira, Redmine, etc.).
  • Experience in dealing with app guides, software manuals, and writing release notes.
  • Being familiar with any of the Helpdesk systems (Kayako, Freshdesk, Zendesk, etc.).
  • Having a technical background/IT background would be a great plus.

What We Offer

  • We offer completely remote work, requiring you to be available within business hours and have a stable connection.
  • Timely wages in USD.
  • 20 paid weekends (10 federal holidays and 10 PTO days).
  • Friendly Russian-speaking team (support and developers).