Lead Support Quality Specialist (L1)

We are seeking a Lead Support Quality Specialist.

Responsibilities

• Organization and development of customer service quality control standards.
• Data analysis and development of recommendations for process improvement.
• Training and development of a team of quality control specialists.
• Collaborate with Product, Marketing, and Engineering teams to address recurring customer pain points and improve the product.
• Track key performance indicators like response time, resolution rate, and customer satisfaction.

Requirements

• 3+ years of relevant experience in quality control.
• 2+ years team lead/managerial/supervisory experience of a team up to 10 employees.
• English at least B2 level is required.
• Customer support analytics.
• Process improvement.
• Customer-oriented approach.
• Ability to manage processes efficiently, with accuracy and attention to detail.
• Exceptional analytical, critical thinking and problem-solving skills.
• Strategic thinking.

Crypto or payments or fintech experience is a plus.

Why it is a fantastic opportunity

• Our business is growing at an exponential scale.
• Work in a well-funded startup environment with unique growth opportunities and a chance to join a rapidly growing company with a unique product.
• Be based remotely.
• Participation in the performance review and bonus program.
• Compensation for medical expenses.
• Provision of necessary equipment.
• Annual vacation of 20 working days plus 11 paid days off.
• 14 days of paid sick leave to support your health and recovery when needed.
• Access to internal English courses for continuous learning and improvement in language skills.