Support Team Lead

We’re seeking a proactive leader to manage support operations, build efficient workflows, and maintain high service quality. You’ll monitor performance metrics, resolve non-standard issues, and guide the team toward measurable results.Tasks that await youManaging team operationsYou will oversee support team operations and ensure that KPIs for response time and service quality are met.Building workflowsYou will design and improve processes to ensure efficient task execution.Monitoring performanceYou will track team results against key metrics and identify areas for improvement.Cross-functional collaborationYou will coordinate with other teams and departments to resolve issues efficiently.Maintaining documentationYou will create and update guides, workflows, and training materials.We expect that youHave previous experience in support or customer servicePossess native-level proficiency in SerbianHave knowledge of key support metrics (CSAT, QC, SLA)Have experience managing a team of 10+ peopleAre capable of working with operating systemsCan manage projects and create reports on completed work and metricsHave good knowledge of PC, MS Office, and G-SuitePreferred qualificationsPrevious experience in voice supportExperience in any task tracker*The terms of cooperation with companies of the Yango group or its partners may vary from those indicated on the website; please check with the recruiter for details.