We are a market-leading web intelligence collection platform, providing premium proxies and data scraping solutions for large-scale public web data gathering. Today, we unite over 450 data industry professionals for one purpose: to create a future where all businesses have access to big data and business intelligence, and a work environment where everyone can grow and thrive.
Your day-to-day:
- Perform recurring Quality Assurance:
- Participate in agents Onboarding & Training:
- Improve Existing Processes & Efficiency:
Oversee agent interactions on different communication channels to identify deviations from quality standards
Perform evaluations based on quality control processes
Oversee the QA framework and suggest improvements
Monitor team KPIs & ensure they are met
Create & Deliver training & coaching on identified Key Improvement Areas
Oversee & Ensure effective new agents onboarding
Act as the first point of contact & Subject Matter Expert
Continuously improve main CS Team processes
Maintain & improve internal Knowledge Base
Analyze data, identify trends & develop strategies based on assessments
Provide clear and concise reports
Your skills & experience:
- At least 2 years of experience working in Customer Support Operations or similar role.
- Excellent communication skills both in verbal & written forms.
- Excellent knowledge of Customer Success related tools, processes, and industry best practices.
- Previous experience in onboarding and overseeing internal training.
- Previous experience setting up, using and/or configuring service desk tools (e.g. Zendesk, Jira, Salesforce, etc.)
- Proven record of previously suggested ideas for improvements, shared known workarounds, troubleshooting tips & tricks, and hands-on mentoring experience.
Don’t hesitate to apply even if you missed some of the criteria.
Salary:
- Gross salary: 1980 – 2975 EUR/month. Keep in mind that we are open to discuss a different salary based on your skills and competencies.
Up for the challenge? Let’s talk!
