Support Team Lead

Posted Jan 3

OBRIO is an IT company with Ukrainian roots inside Genesis business ecosystem. Our team consists of more than 120 talented professionals whose ambitions and striving for success help us build the best products on the market. Currently, the OBRIO team works remotely from various locations in Ukraine and 12 other countries. We have offices in Kyiv and Warsaw.

We are developing Nebula – the biggest brand in the astrology niche. Nebula has over 30 million users worldwide and has been ranked as the № 1 lifestyle app of the day in the Apple Store and Play Market in the USA, Canada, and Australia several times. Nebula is available on iOS, Android, and Web. Also, Nebula is the top 1 astrological brand in the USA and Canada, according to Facebook Brand Audit.

Here are some details we would like to share with you:

  • Nebula is #1 in its niche in terms of downloads and revenue targets;
  • 30+ million downloads;
  • Users from 50+ countries;
  • 4.8 - our average AppStore rating (with more than 215 thousand ratings).

Currently we're looking for Support Team Lead to optimize team performance, enhance customer satisfaction, and ensure seamless coordination across various support functions. This role is crucial in shaping and implementing strategies that align with the company's commitment to delivering top-notch customer experiences and sustaining operational efficiency. The team you will closely work with consists of Support team, Customer Success Manager, Supply Managers, Product Manager, COO.

Your main impacts:

  • Team Leadership: Provide effective leadership to the general support department (24 people), overseeing day-to-day operations and ensuring a high level of team engagement and motivation. Conduct 1-1 sessions, motivate agents, and conduct performance reviews.
  • KPI System Management: Review, redesign, and implement a motivating and effective KPI system, establishing clear performance metrics.
  • Reporting and Analytics: Develop and manage a robust reporting and analytics framework for the support team, providing stakeholders with actionable insights for strategic decision-making.
  • Process Optimization: Conduct comprehensive audits of existing support processes, identify areas for improvement, and implement optimization strategies to enhance overall team efficiency.
  • Cross-Functional Collaboration: Collaborate with product, marketing, and tech teams, transferring key insights for growth opportunities and ensuring alignment of support initiatives with broader company goals.

Our green flags:

  • Experience in support for 2+ years alongside with managerial experience in team leadership and process building;
  • Expertise in configuring various CRM systems;
  • A “can-do” attitude and enthusiasm, showing initiative and proactivity in your work.
  • Analytical mindset: you can use basic data and metrics to measure and improve your team performance.
  • Ability to take ownership and autonomy in decision-making, demonstrating accountability and responsibility for your actions.

Why OBRIO is the best place to work?

  • Unleash Your Ambitions: Our company was built by ambitious people who never settle for less. By joining OBRIO, you'll have the chance to unleash your own ambitions and achieve your career dreams.
  • We don’t just give you opportunities for growth and development, we give you maximum autonomy and believe we can’t do without you and your active thinking.
  • Innovate and Be Creative: We embrace innovation and creativity at OBRIO, and we encourage our team members to bring their unique ideas to the table. You'll have the chance to explore new solutions and make a real impact on our company's success.
  • At OBRIO, we’ve gathered influential experts, all of whom are open to sharing their knowledge and ready to help solve issues based on their experience. This is the company where you can quickly reach your potential and advance your career.

Our benefits:

  • Work from the comfort of your home or from our office in Kyiv;
  • Enjoy 20 annual vacation days and unlimited sick leave, all covered by the company;
  • Don't worry about getting the right equipment, we've got you covered if necessary;
  • Stay healthy with access to a corporate doctor online, and health insurance options in Ukraine or a fixed amount towards insurance abroad after your probation period;
  • Keep learning with our extensive corporate library, internal online meetings, and lectures;
  • Grow your skills with our training compensation program;
  • Take advantage of our supportive corporate culture, including assistance with relocation, advice on legal stay abroad, housing support, and help for third-country nationals;
  • Have fun with our online events and team-building activities!

Here's what our hiring journey looks like: Initial Screening ➡️ Team Interview➡️ Skill Assessment ➡️ Final Check ➡️ Job Offer.

Let's team up and reach for the stars together!

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