Are you an experienced support professional? Do you have the ability to lead a team and inspire a high-quality standard of service? If this sounds like you, then we’d love to chat!

Role Background

As a result of how quickly are Support Team has grown we're now looking for a new Support Shift Lead to take responsibility for customer, restaurant and courier partner support and monitoring during a support shift. Therefore, you’ll need to be comfortable with leading by example and raising the bar of the service we provide.

You will be working together with other key Support stakeholders in Kazakhstan to develop strategies to improve customer service experience- and satisfaction, while creating engaged customers. In addition, you will work to resolve escalations other incidents on a daily basis.

What you'll be doing

• Managing the Support Shift Leads – You will oversee the performance of our shift leads, ensuring that the entire support team operates efficiently and maintains a high level of customer satisfaction throughout shifts.

• Leading and Motivating – As a leader, you’ll be responsible for inspiring and motivating your shift leads. You’ll ensure that they remain engaged and that their teams stay enthusiastic and committed to delivering excellent support.

• Providing Constructive Feedback – You will be the point of contact for providing feedback to the shift leads, either in real time during their shifts or through scheduled check-ins. You’ll ensure that feedback is effectively communicated to support leads and that any necessary improvements are made.

• Problem-Solving and Resource Management – You will step in to resolve issues when the shift leads or their teams require assistance, overseeing workload management, maintaining operational efficiency, and ensuring the well-being of the team.

• Being Proactive and Strategic – Whether before, during, or after your shifts, you’ll stay ahead of potential challenges. You’ll think strategically to ensure the team operates smoothly and delivers exceptional results. As a team, we excel in achieving common goals in extraordinary ways.

  
   

Soft skills

• You are an ambitious and motivated colleague who can create an energetic and happy environment during shifts

• You are a proactive team player and a true doer

• You have excellent communication and leadership skills

• You are organizational and have great time-management skills

• You are good at making decisions and have great communication skills

• You are able to give valuable and effective feedback on time

Technical skills

• You have proven leadership experience

• You have experience in Support teams

• You have in-depth knowledge of performance metrics (KPIs)

• You have analytical skills and are able to proceed daily date

• You are fluent in Russian, Kazakhstan and English

• Ravelin, Looker and any other platform knowledge is a strong plus!