Customer Support Team Leader (Web App)

Handle customer issues when using the app (via all necessary methods such as phone calls, chat, email, and online meetings).
Ensure the quality of Customer Support, the team meets the company’s goals (customer satisfaction index, rating metric, response times, etc.).
Report data and analyze it to monitor and improve customer support quality & KPI.
Develop and implement support processes and workflows to ensure consistent and high-quality service delivery.
Manage team members by evaluating and enhancing their performance, fostering team connection, promoting a positive team culture.
Recruit and train high-quality support staff, updating them on processes, projects, trends, and more.

With at least 2 years of management experience in a related position, capable of self-learning, self-managing and persistently pursuing goals.
Have a complete command of English. Well adapted to the working culture of foreign businesses. (Notice: You are required to provide copies of the diplomas and/or certificates you mentioned to validate your qualifications)
Teamwork skill. Being highly responsible, able to withstand high pressure.
Not required, but priority is given to candidates who:
Have experience working with foreign enterprises.
Used to work on web-based CRM (Zendesk, Crisp, Freshdesk...)
Experience on eCommerce platforms (Shopify/Magento/WooCommerce...)