As part of our continued growth, Neo Group is recruiting on behalf of one of our local partners, leveraging our network of 1,400 talented professionals across 10+ countries. Together, we are committed to delivering innovative, data-driven solutions that empower our clients and foster professional growth within a dynamic and collaborative workplace.
We are on the lookout for a Customer Support Team Lead to join our Customer Support Department.
Responsibilities:
- Lead and manage a team of Russian-speaking Customer Support agents (chat + email + call).
- Monitor team performance and ensure KPI targets are met (CSAT, FCR, Handling Time, etc.).
- Conduct regular 1:1 meetings, performance reviews, and coaching sessions.
- Provide ongoing feedback and support agents’ professional development.
- Ensure high-quality communication standards and adherence to internal policies.
- Analyze team metrics and identify performance gaps or process inefficiencies.
- Support onboarding and training of new agents.
- Escalate complex cases when required and coordinate with other departments.
- Drive process improvements and contribute to service optimization.
- Ensure schedule discipline and operational coverage.
Requirements
- Previous experience in Customer Support.
- Experience in a Team Lead / Senior / Mentor role is preferred.
- Strong leadership and coaching skills.
- Analytical mindset and ability to work with performance metrics.
- Excellent written and verbal communication skills.
- Ability to manage conflicts and make decisions under pressure.
- High level of responsibility and organizational skills.
- Attention to detail and process-oriented thinking.
Language Requirements:
- Russian - Native.
- English - B1+.
Benefits
- Enjoy 5 health days to focus on your well-being.
- Take advantage of 25 paid calendar vacation days to explore, relax, and unwind.
- Get a $30 net per month sports compensation to stay active and healthy.
- Benefit from top-notch medical insurance for peace of mind.
- Indulge in a variety of snacks available in the office.
- Join us for exciting corporate events that foster team spirit and fun!
