Customer Care Lead / Customer Support Lead в Тогл Софт / Toggle Минск

Toggle is a product company building eSIM and VPN solutions for global connectivity across all major platforms, including mobile, desktop, and TV.

Role Overview

Responsibilities

• audit current Customer Care processes and Zendesk workflows;
• structure and document ticket handling processes, escalation rules and ownership areas;
• analyze support workload, ticket volumes and capacity of the existing team;
• define required team capacity and hiring needs based on workload and expected business growth;
• introduce and maintain key support metrics and reporting;
• build a transparent employee performance and quality evaluation system;
• establish QA processes: ticket reviews, feedback, coaching and development plans;
• identify recurring customer issues and organize them into actionable categories;
• improve Zendesk setup, routing, macros, templates and automation together with relevant teams;
• handle and coordinate complex/escalated customer cases;
• build a knowledge base and standard operating procedures for recurring cases;
• establish regular communication between Customer Care and Product/Engineering/Operations;
• turn support insights into structured feedback for product improvements;
• gradually take ownership of Customer Care hiring, onboarding and team development.

What We Expect from You

• 3+ years of experience managing or leading a Customer Support / Customer Care team;
• strong understanding of support operations and customer service processes;
• hands-on experience with Zendesk or similar ticketing systems;
• experience working with support metrics: First Response Time, Resolution Time, SLA, CSAT, backlog, reopen rate, tickets per agent, etc;
• ability to analyze workload and plan team capacity;
• experience introducing QA/performance evaluation processes;
• english level B2+.

Nice to have:

• experience in telecom / eSIM / travel-tech / fintech or another 24/7 customer-facing digital product;
• experience scaling a support team;
• zendesk automation and reporting experience;
• experience creating a knowledge base / Help Center;
• experience working with Product and Engineering teams and converting support insights into product improvements;
• experience implementing AI/chatbot/self-service support solutions.

Soft skills:

• strong analytical and process-oriented mindset;
• ability to turn poorly structured operational workflows into clear and scalable processes;
• strong communication and people-management skills;
• comfortable being hands-on rather than managing only from a distance.

Perks

• official employment and a competitive salary;

• paid vacation+5 personal days per year;

• support for growth: we cover professional courses, books, and conferences;

• private health insurance (including dental coverage);

• internal English classes;

• fast skill growth in a startup-paced environment;

• a culture of openness, respect, and honest feedback;

• minimal bureaucracy — maximum impact and momentum.

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*вакансия, планируемая к открытию (перспективная)