• Supervising and motivating a team of 15+ voice support operators on a daily basis • Conducting regular team meetings and case reviews • Monitoring service quality and organizing staff training programs • Tracking and analyzing key performance metrics • Preparing weekly and monthly reports for management • Identifying trends and suggesting process improvements • Managing workload distribution and scheduling shifts • Resolving escalations and complex support cases • Coordinating with cross-functional teams • Implementing improvements in support processes • Participating in the testing of new products and services • Developing and updating response scripts and templates

• Are proficient in Russian (C1 level) and Armenian (native) • Bring at least 1 year of experience as a team lead in customer service • Have experience managing teams of 10+ people • Possess strong organizational and time management skills • Are goal-oriented and results-driven • Have a solid understanding of support metrics (CSAT, QC, and SLA) • Can lead projects and prepare or present performance reports • Are a confident PC user with proficiency in MS Office and G-Suite It’d be a plus if you • Speak English • Have experience working with any task tracker or tool What we offer • Official employment in compliance with the labor code • Structured 2/2 work schedule (9:00 a.m.–9:00 p.m.) • Stable income: fixed salary + monthly performance-based bonuses • Support from your manager and guidance from experienced leaders • Fully remote work and online training • Compensation for internet connection