ENGin provides free, high-quality English speaking practice and cultural exchange for Ukrainian students age 13-22. To date, over 5,500 students and 4,800 volunteers have participated in our online program. We are continuing to grow rapidly, with a goal of reaching 100,000 students. With a unique peer-to-peer learning approach and unprecedented scale, we’re creating an innovative model for transforming an entire country using the power of one-to-one connections.
We currently offer customer service via email using the Zendesk platform, and have a team of 3 part-time agents.
Responsibilities:
Oversee agents to ensure accurate, timely responses to all student and volunteer questions
Professionalize our operational processes and build agent training materials to improve the quality of our customer service
Explore opportunities for offering support via alternative channels (Facebook/Instagram messages, live chat, help center, etc)
Hire and train new agents as needed
Personally respond to complex tickets
Collaborate with team members as needed to gather information to solve complex cases
Requirements:
Our primary requirement is 1+ year experience leading a customer service team. Ideally, this experience would be in a related field (for example, providing support for a technology product OR an education product/service OR providing support to teenagers/young people). We are also looking for:
Fluency in English and Ukrainian
Excellent communication skills
Attention to detail and high level of responsibility
Ready to work in a fast-paced startup environment with dynamic changes in priorities and processes
Excited about our mission to transform Ukraine through English fluency
Stable internet connection in a quiet, professional space and computer with a camera and microphone
What you can expect from us:
Fully remote work
Competitive salary based on the results of interview and skill set assessment
Flexible schedule
Experience in a fast-paced international organization
Work in a young and professional team
Various opportunities for professional development
Deadline for applications:
We are looking for someone who can start working ASAP, hence the applications will be reviewed on a rolling basis.
To apply, please send your resume with the email subject “Customer Service Team Lead” to [email protected]
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