Customer Support Lead
Yerevan
ManyChat is a marketing chatbot platform that helps businesses build meaningful communications with their customers on Facebook, Instagram and WhatsApp. Using ManyChat they can scale lead generation, increase engagement, launch marketing campaigns and provide 24/7 customer support.
More than one million companies use ManyChat all over the world: from a small bakery in New Jersey to the Department of Education in the Philippines.
We are looking for a Сustomer Support Lead who will manage the Armenian part of our Customer Support Team. Also, they are expected to develop strategies and initiatives together with other Leads that will contribute to the Support Team's stability, growth, and improvement. Working time is 11 AM - 7 PM (UTC+4).
The main principles of working in ManyChat are fast decision-making, an easygoing atmosphere, and the ability to see our actions being paid off. We want to replace bureaucracy with transparent communications and replace management with freedom of initiative and responsible behavior.
We believe that the ability to make decisions and take responsibility are the keys to success.
More than one million companies use ManyChat all over the world: from a small bakery in New Jersey to the Department of Education in the Philippines.
We are looking for a Сustomer Support Lead who will manage the Armenian part of our Customer Support Team. Also, they are expected to develop strategies and initiatives together with other Leads that will contribute to the Support Team's stability, growth, and improvement. Working time is 11 AM - 7 PM (UTC+4).
The main principles of working in ManyChat are fast decision-making, an easygoing atmosphere, and the ability to see our actions being paid off. We want to replace bureaucracy with transparent communications and replace management with freedom of initiative and responsible behavior.
We believe that the ability to make decisions and take responsibility are the keys to success.
About the role
Every day we get up to make the best product this industry can offer while getting through constant pressure and our clients' queries that get more and more complicated.
Our technical support team is currently expanding, and we're looking for Support Team Lead to make us even stronger. We need people who can work in a fast-paced environment and not lose focus on the Support Team's results and well-being.
Our technical support team is currently expanding, and we're looking for Support Team Lead to make us even stronger. We need people who can work in a fast-paced environment and not lose focus on the Support Team's results and well-being.
What you'll do
Management of the team:
- Oversee the day-to-day operations of the Armenian part of the Customer Support Team, work closely with agents who are Armenian native speakers, and help them with any issues they may face during their work process.
- Work with tickets as a Senior Support Agent.
- Provide direct supervision of the Customer Support Team which may include: recurring 1-1 meetings, coaching, training, and evaluations to Support Team members, recruitment, and onboarding of new support agents.
- Ensure that all customer inquiries and issues are solved correctly and in a prompt and professional manner.
- Maintain the connection between all Support Team members so nobody feels left out or isolated.
- Make a schedule that includes vacations, sick leaves, and holidays; monitor performance of shifts and reassign duties as appropriate.
- Monitor the side-tasks of their direct reports and provide necessary help and guidance.
- Conduct performance reviews for all their direct reports every half a year. Based on the results, provide their conclusions for the direct reports' results and further reporting of the results to the Head of Support.
- Drive Support Team participation in company-wide goals achievement.
- Bring strategies and initiatives that will help to improve Support Team performance, and contribute to Support Team development strategies.
- Maintain connections and cooperation with Support leads, Manager, and Head of Support.
- Record and track team SLAs and workflows.
- Assist in the creation of the team KPIs as well as monitor and report on results.
- Working closely with Product teams providing customers' feedback to tune the internal processes and inspire some product improvements.
- Reviewing and creating technical support-related processes and documentation for continuous improvement.
What is important for us
Must-haves:
- 2+ years of experience in Technical Support or equivalent
- Proven experience in managing a Customer Support Team
- Experience working as a Customer Support Agent
- Excellent communicator, both spoken and written
- Strong problem-solving skills
- Ability to make decisions and take responsibility
- Ability to collaborate with Analytics, Marketing and Development teams to influence change
- Ability to work in a fast-paced environment, take initiative and make decisions
- Ability to multi-task efficiently under time pressure: you meet deadlines and find time for your own development
- High level of emotional intellect; ability to mentor and help coach others both technically and personally
- Fluent Armenian is a must; English level Advanced or higher is also required
- Russian language on Advanced level as Support Team (and the most part of our company) is Russian-speaking for now
- Basic understanding of how Web applications work. Experience or training in reading JSON, HTML, and other markup languages is also welcomed.
We offer
We care about your growth
- Freedom of decision-making. You can influence the direction of support development and move horizontally in your career.
- Professional development. We pay for relevant conference tickets, training programs, courses, and any necessary literature.
- Free English lessons. We pay for your access to online classes.
- Necessary equipment. We provide you with a MacBook, a monitor, and any other tools you need.
- Remote work. During the onboarding (4 weeks) we expect you to be in Yerevan but then you can work remotely.
- Health Insurance. Our plan includes dentistry and сheckups and covers your prescription medication expenses.
- Flexible benefits plan. You can choose the perks that fit your needs. We reimburse the cost of sports activities and equipment, personal development opportunities, health insurance for relatives, taxi, home office setup, or mental and physical health services.
Hiring process
It includes 3 steps:
- Introduction. We will speak about the role and your experience. Please, be ready to complete a little test assignment.;
- Culture fit interview. You'll meet with the leadership team;
- Technical interview. We will solve a few tasks and discuss them.
Customer Support Lead
ManyChat is a marketing chatbot platform that helps businesses build meaningful communications with their customers on Facebook, Instagram and WhatsApp. Using ManyChat they can scale lead generation, increase engagement, launch marketing campaigns and provide 24/7 customer support.
More than one million companies use ManyChat all over the world: from a small bakery in New Jersey to the Department of Education in the Philippines.
We are looking for a Сustomer Support Lead who will manage the Armenian part of our Customer Support Team. Also, they are expected to develop strategies and initiatives together with other Leads that will contribute to the Support Team's stability, growth, and improvement. Working time is 11 AM - 7 PM (UTC+4).
The main principles of working in ManyChat are fast decision-making, an easygoing atmosphere, and the ability to see our actions being paid off. We want to replace bureaucracy with transparent communications and replace management with freedom of initiative and responsible behavior.
We believe that the ability to make decisions and take responsibility are the keys to success.
More than one million companies use ManyChat all over the world: from a small bakery in New Jersey to the Department of Education in the Philippines.
We are looking for a Сustomer Support Lead who will manage the Armenian part of our Customer Support Team. Also, they are expected to develop strategies and initiatives together with other Leads that will contribute to the Support Team's stability, growth, and improvement. Working time is 11 AM - 7 PM (UTC+4).
The main principles of working in ManyChat are fast decision-making, an easygoing atmosphere, and the ability to see our actions being paid off. We want to replace bureaucracy with transparent communications and replace management with freedom of initiative and responsible behavior.
We believe that the ability to make decisions and take responsibility are the keys to success.
About the role
Every day we get up to make the best product this industry can offer while getting through constant pressure and our clients' queries that get more and more complicated.
Our technical support team is currently expanding, and we're looking for Support Team Lead to make us even stronger. We need people who can work in a fast-paced environment and not lose focus on the Support Team's results and well-being.
Our technical support team is currently expanding, and we're looking for Support Team Lead to make us even stronger. We need people who can work in a fast-paced environment and not lose focus on the Support Team's results and well-being.
What you will do
Management of the team:
- Oversee the day-to-day operations of the Armenian part of the Customer Support Team, work closely with agents who are Armenian native speakers, and help them with any issues they may face during their work process.
- Work with tickets as a Senior Support Agent.
- Provide direct supervision of the Customer Support Team which may include: recurring 1-1 meetings, coaching, training, and evaluations to Support Team members, recruitment, and onboarding of new support agents.
- Ensure that all customer inquiries and issues are solved correctly and in a prompt and professional manner.
- Maintain the connection between all Support Team members so nobody feels left out or isolated.
- Make a schedule that includes vacations, sick leaves, and holidays; monitor performance of shifts and reassign duties as appropriate.
- Monitor the side-tasks of their direct reports and provide necessary help and guidance.
- Conduct performance reviews for all their direct reports every half a year. Based on the results, provide their conclusions for the direct reports' results and further reporting of the results to the Head of Support.
- Drive Support Team participation in company-wide goals achievement.
- Bring strategies and initiatives that will help to improve Support Team performance, and contribute to Support Team development strategies.
- Maintain connections and cooperation with Support leads, Manager, and Head of Support.
- Record and track team SLAs and workflows.
- Assist in the creation of the team KPIs as well as monitor and report on results.
- Working closely with Product teams providing customers' feedback to tune the internal processes and inspire some product improvements.
- Reviewing and creating technical support-related processes and documentation for continuous improvement.
What is important for us
Must-haves:
- 2+ years of experience in Technical Support or equivalent
- Proven experience in managing a Customer Support Team
- Experience working as a Customer Support Agent
- Excellent communicator, both spoken and written
- Strong problem-solving skills
- Ability to make decisions and take responsibility
- Ability to collaborate with Analytics, Marketing and Development teams to influence change
- Ability to work in a fast-paced environment, take initiative and make decisions
- Ability to multi-task efficiently under time pressure: you meet deadlines and find time for your own development
- High level of emotional intellect; ability to mentor and help coach others both technically and personally
- Fluent Armenian is a must; English level Advanced or higher is also required
- Russian language on Advanced level as Support Team (and the most part of our company) is Russian-speaking for now
- Basic understanding of how Web applications work. Experience or training in reading JSON, HTML, and other markup languages is also welcomed.
We offer
We care about your growth
- Freedom of decision-making. You can influence the direction of support development and move horizontally in your career.
- Professional development. We pay for relevant conference tickets, training programs, courses, and any necessary literature.
- Free English lessons. We pay for your access to online classes.
- Necessary equipment. We provide you with a MacBook, a monitor, and any other tools you need.
- Remote work. During the onboarding (4 weeks) we expect you to be in Yerevan but then you can work remotely.
- Health Insurance. Our plan includes dentistry and сheckups and covers your prescription medication expenses.
- Flexible benefits plan. You can choose the perks that fit your needs. We reimburse the cost of sports activities and equipment, personal development opportunities, health insurance for relatives, taxi, home office setup, or mental and physical health services.
Hiring process
It includes 3 steps:
- Introduction. We will speak about the role and your experience. Please, be ready to complete a little test assignment.;
- Culture fit interview. You'll meet with the leadership team;
- Technical interview. We will solve a few tasks and discuss them.
Apply for Customer Support Lead
Fill in the form below and we will be in touch!
