📍 Job Overview

Job Title: Customer Support Team Lead
Company: Genesis
Location: Kyiv, Ukraine
Job Type: Full-Time
Category: Customer Support & Services
Date Posted: June 23, 2025
Experience Level: 2-5 years
Remote Status: On-site/Hybrid (Kyiv & Lviv offices, Remote OK)

🚀 Role Summary

Lead and manage the customer support team, focusing on operational efficiency, team development, and service quality improvement.
Collaborate with the product team to enhance user experience and drive continuous improvement.
Analyze key support metrics and ensure service level agreements (SLAs) are met.

📝 Enhancement Note: This role emphasizes operational management, team development, and quality improvement, making it an excellent fit for experienced team leads seeking to grow within a customer support environment.

💻 Primary Responsibilities

Team Management:
- Hire, onboard, and train new support agents.
- Manage team schedules and workload distribution.
- Conduct regular one-on-one sessions, provide feedback, and mentor team members.
Operational Management:
- Monitor and analyze key support metrics (SLA, CSAT, FRT, AHT).
- Identify trends and areas for improvement in support processes.
- Collaborate with the product team to enhance user experience and resolve customer issues.
Project Management:
- Lead and execute projects related to support team development and process improvement.
- Coordinate with cross-functional teams to implement changes and enhancements.

📝 Enhancement Note: This role requires a balance of operational management, team leadership, and project management skills to drive success in a dynamic customer support environment.

🎓 Skills & Qualifications

Education: Bachelor's degree in a relevant field or equivalent experience.

Experience: 1+ years of experience as a team lead in a customer support team of 5+ agents.

Required Skills:

Proficient English (Upper-Intermediate level, B2)
Experience with Zendesk or similar CRM systems
Strong analytical skills and proficiency with Google Spreadsheets
High self-organization and motivation levels
Excellent leadership, communication, and feedback skills

Preferred Skills:

Familiarity with customer support metrics and service level agreements (SLAs)
Experience with project management tools and methodologies
Knowledge of customer support best practices and industry trends

📝 Enhancement Note: Candidates with a strong background in customer support, proven leadership skills, and a data-driven approach will be well-suited for this role.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

A well-structured resume highlighting relevant customer support experience, team leadership, and project management achievements.
Examples of successful customer support projects, process improvements, or team development initiatives.
Testimonials or recommendations from previous colleagues or managers.

Technical Documentation:

Detailed reports or presentations showcasing your analysis of support metrics and process improvements.
Documentation of team management strategies, including hiring, onboarding, and mentoring processes.

📝 Enhancement Note: As this role focuses on team management and process improvement, candidates should emphasize their leadership, analytical, and project management skills in their portfolio.

💵 Compensation & Benefits

Salary Range: Competitive salary based on experience and market standards in Kyiv, Ukraine.

Benefits:

Medical insurance and health days
Corporate doctor and psychologist
Training compensation for conferences, courses, and certifications
Discounts on sports, entertainment, and other services
20+ days of paid vacation and unlimited sick leave

Working Hours: Full-time (40 hours/week), with flexible scheduling to accommodate customer support needs.

📝 Enhancement Note: The salary range and benefits package are competitive and in line with industry standards for customer support team leads in Kyiv, Ukraine.

🎯 Team & Company Context

🏢 Company Culture

Industry: Technology & Services

Company Size: Medium (1500+ employees)

Founded: 2006 (Genesis), 2021 (EverHelp)

Team Structure:

EverHelp is a service company within the Genesis ecosystem, focusing on professional customer support for global clients.
The customer support team consists of agents, team leads, and managers, working closely with product, engineering, and other cross-functional teams.

Development Methodology:

Agile/Scrum methodologies for project management and continuous improvement.
Regular team meetings and one-on-ones to foster collaboration and communication.

Company Website: Genesis

📝 Enhancement Note: EverHelp operates within the larger Genesis ecosystem, offering a supportive and collaborative work environment for customer support professionals.

📈 Career & Growth Analysis

Customer Support Career Level: Team Lead (2-5 years of experience)

Reporting Structure: Reports directly to the Customer Support Manager.

Technical Impact: Directly influences customer satisfaction, support quality, and service level agreements (SLAs).

Growth Opportunities:

Team Expansion: Grow the support team and take on additional responsibilities as the team scales.
Cross-functional Projects: Collaborate with other teams (e.g., product, engineering) on strategic initiatives.
Career Progression: Transition into a management or leadership role within the customer support organization or explore opportunities in related fields (e.g., customer success, operations).

📝 Enhancement Note: This role offers opportunities for career growth within the customer support organization and exposure to cross-functional projects, fostering professional development and advancement.

🌐 Work Environment

Office Type: Hybrid (Kyiv & Lviv offices, Remote OK)

Office Location(s):

Kyiv: Genesis Office
Lviv: EverHelp Office

Workspace Context:

Collaborative workspaces with dedicated areas for team meetings and one-on-ones.
Access to necessary tools and resources for effective customer support and team management.
A supportive and inclusive work environment that encourages open communication and continuous learning.

Work Schedule: Flexible scheduling to accommodate customer support needs, with core hours from 9:00 AM to 6:00 PM (EET).

📝 Enhancement Note: EverHelp offers a flexible and collaborative work environment, with hybrid office options and remote work arrangements to accommodate team members' needs and preferences.

📄 Application & Technical Interview Process

Interview Process:

Screening: A brief call to discuss your background and motivation for the role.
Intro: A deeper dive into your experience, skills, and career goals.
Interview: A comprehensive discussion of your customer support experience, team leadership, and project management skills.
Test Assignment: A practical task to evaluate your analytical and problem-solving skills.
Bar-raising: A final conversation to ensure a strong fit with the EverHelp team and culture.

Portfolio Review Tips:

Highlight your team leadership, project management, and analytical skills.
Showcase your ability to analyze support metrics, identify trends, and drive process improvements.
Demonstrate your understanding of customer support best practices and industry trends.

Technical Challenge Preparation:

Brush up on your customer support metrics, service level agreements (SLAs), and industry trends.
Prepare examples of successful team leadership, process improvement, and project management initiatives.
Familiarize yourself with EverHelp's company culture and values.

ATS Keywords: Customer Support, Team Leadership, People Management, Quality Metrics, Zendesk, Google Spreadsheets, Analytical Reporting, Self-Organization, Motivation, Communication, Feedback, Mentoring, Service Level Agreement (SLA), First Response Time (FRT), Average Handling Time (AHT), Customer Satisfaction (CSAT)

📝 Enhancement Note: The interview process for this role emphasizes team leadership, analytical, and project management skills, with a focus on customer support metrics and process improvement.

🛠 Technology Stack & Customer Support Infrastructure

Customer Support Platform: Zendesk (or similar CRM)

Project Management Tools: Google Workspace (Spreadsheets, Docs, Slides), Asana (or similar project management tool)

Analytical Tools: Google Analytics, Tableau (or similar data visualization tool)

Communication Tools: Slack, Microsoft Teams (or similar team communication platform)

📝 Enhancement Note: Familiarity with Zendesk, Google Workspace, and other relevant tools is essential for success in this role, as they are integral to the customer support infrastructure at EverHelp.

👥 Team Culture & Values

Customer Support Values:

Customer-centric: Focus on customer satisfaction and delivering exceptional support experiences.
Continuous improvement: Regularly analyze metrics, identify trends, and drive process enhancements.
Collaboration: Work closely with cross-functional teams to resolve customer issues and improve user experience.
Empowerment: Encourage team members to take ownership of their roles and contribute to the team's success.

Collaboration Style:

Open communication: Foster a culture of open and honest communication, encouraging team members to share ideas and feedback.
Cross-functional collaboration: Work closely with product, engineering, and other teams to drive customer support improvements and enhancements.
Knowledge sharing: Encourage team members to share their expertise and learn from one another.

📝 Enhancement Note: EverHelp's customer support team values a customer-centric, collaborative, and improvement-focused approach, fostering a supportive and inclusive work environment.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Scaling Support: Manage team growth and ensure consistent service quality as the support team expands.
Process Optimization: Continuously analyze support metrics and identify opportunities for process improvement and efficiency gains.
Cross-functional Collaboration: Work closely with other teams to resolve complex customer issues and drive user experience enhancements.

Learning & Development Opportunities:

Customer Support Training: Attend workshops, webinars, and conferences to stay up-to-date with industry trends and best practices.
Leadership Development: Participate in leadership training programs and mentorship opportunities to enhance your team management and communication skills.
Cross-functional Projects: Collaborate with other teams on strategic initiatives to gain exposure to different aspects of the business and foster professional growth.

📝 Enhancement Note: This role presents technical challenges and learning opportunities that enable customer support professionals to grow within their careers and make a significant impact on the organization.

💡 Interview Preparation

Technical Questions:

Customer Support Metrics: Explain the importance of key support metrics (SLA, CSAT, FRT, AHT) and how you've used them to drive process improvements in previous roles.
Team Leadership: Describe your approach to team management, including hiring, onboarding, mentoring, and performance evaluation.
Project Management: Discuss your experience with project management tools and methodologies, and how you've applied them to drive customer support enhancements.

Company & Culture Questions:

Company Culture: Explain what you appreciate about EverHelp's company culture and how you would contribute to it as a team lead.
Customer Support Trends: Share your thoughts on recent trends in customer support and how you've adapted your approach to stay competitive in the industry.
User Experience: Describe your experience with user experience design and how you've worked to improve user experience in previous roles.

Portfolio Presentation Strategy:

Storytelling: Use a storytelling approach to highlight your team leadership, project management, and analytical skills.
Data-driven: Showcase your ability to analyze support metrics, identify trends, and drive data-informed decision-making.
Collaboration: Emphasize your experience working with cross-functional teams to resolve customer issues and improve user experience.

📝 Enhancement Note: Prepare for the interview by brushing up on your customer support metrics, team leadership, and project management skills, and be ready to discuss EverHelp's company culture and values.

📌 Application Steps

To apply for this Customer Support Team Lead position:

Submit your application through the EverHelp careers page.
Tailor your resume to highlight your relevant customer support, team leadership, and project management experience.
Prepare examples of successful customer support projects, process improvements, or team development initiatives to showcase in your portfolio.
Research EverHelp's company culture and values to ensure a strong fit with the team and organization.
Practice your customer support, team leadership, and project management skills, and be ready to discuss your approach to driving customer support excellence.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Customer Support Team Lead