Customer Support Team Lead

з/п не указана

Требуемый опыт работы: 1–3 года

Полная занятость, полный день

Just AI is one of the leading companies in the sphere of Conversational AI.

More than 100 big russian companies and several international ones use our products (Yandex, Group, Sberbank, MTS, Megafon, Alfa bank,, Qiwi, BNP Paribas). Our SaaS platforms and engineering frameworks are used by more than 40 000 developers and SMB all over the world.

We specialize in natural language processing, instruments for voice assistants creation, machine learning, speech synthesis and voice cloning, dialogue management systems, NLU/NLP/DM/ODQA/CDQA.

We are growing rapidly and now we are in search of Customer Care Team Lead. We offer you to join our friendly and professional team in our head office in Saint Petersburg.

What you are going to do:

  • Build the processes of clients and users support;

  • Develop internal policies for Customer Care team;

  • Settle the processes of work with DevOPS team and Business Department;

  • Develop and implement KPI for Customer Support team;

  • Perform as a Customer Care specialist, resolving the tickets from our clients;

  • Participate in SLA creation for the whole company;

  • Participate in hiring new team members and overall growing the team;

  • Implement and develop customer care processes for our partners and their clients;

  • Create internal knowledge base;

  • Participate in holding demos and webinars about our products and solutions.

What we expect from you:

  • Decent level of English (Upper-Intermediate and above): we won't ask for a certificate to confirm your level but will assess your communication skills.

  • Customer support/service/success experience for B2B clients: you understand basic troubleshooting steps and know how to use a ticketing system.

  • Experience in team leading: motivating, hiring, building the processes and so on.

  • Some technical background or acuity: you should have an understanding of how webhooks work, what JSON is, and be able to open a browser console.

What you will get:

  • Possibilities to grow and share your experience both in our company and outside of it (with our partners, clients, universities and communities);

  • Official employment, 100% compensation of sick leaves and vacations;

  • Great modern office, where you can find everything for a comfort work: from bike parking and cozy furniture to common work spaces and tasty snacks;

  • Our office is located in the heart of Saint Petersburg, on Petrograd side, near ITMO and offices of other famous IT companies, as well as near IT bars and meetup spaces;

  • We offer relocation help and relocation bonus;

  • Our Just AI corporate culture is really a unique one, with parties, jazz-concerts, movie nights and more...

Ключевые навыки

Английский — B2 — Средне-продвинутый
Английский язык
Team management
Customer Support
Customer Care


Петроградская, Чкаловская, Санкт-Петербург, Большая Зеленина улица, 24
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Вакансия опубликована 28 апреля 2021 в Санкт-Петербурге

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