Requirements

• Advanced written and spoken English (C1-C2) is a must. You will be dealing with escalated cases that require careful, nuanced responses. Sometimes you may even need to talk to a customer on the phone (luckily, this is rare, but it still happens).
• Deep knowledge of Zendesk is a must. You’ll be managing triggers, tags, macros, and SLA settings, among other things.
• Experience with a payment platform (PayPal/ Stripe, etc.) is a must.
• Experience managing a team of 5+ support agents: mentoring, shift planning, capacity planning, and providing feedback.
• Google Sheets experience: ability to use formulas, build graphs, and store data in a coherent way.
• Strong analytical skills: mostly Zendesk Explore, sometimes Amplitude and Tableau. We conduct team analysis on a weekly basis and regularly test new approaches.
• Ability to work independently.
• Strong management and planning skills.
• Be a team player.

Would be a plus

• Experience with Jira/ Confluence/ Trello
• Understanding of how mobile apps work (app versions, updates, compatibility with different devices)
• Understanding of how subscriptions work: renewals, refunds, invoicing
• Genuine interest in wellness (dance, self-care, face yoga, nutrition)

Responsibilities

• Maintain day-to-day operations: prioritize tasks, monitor incoming requests, and keep an eye out for trends. There’s a lot going on at once, and you need to stay on top of it.
• Conduct bi-weekly ticket quality checks with further feedback to teammates.
• Conduct weekly team syncs, routine 1:1s, and product training meetings.
• Work closely with the Head of Support to analyze current team performance and proactively provide ideas for improvement.
• Mentor team, onboard new team members.
• Develop internal systems and ensure they are intuitive, easy to use, and meet the needs of the support team.
• Improve Zendesk settings.