Department: Operations
Reports to: VP of Operations
If you're passionate about online security and privacy, and have a knack for operations management, we want you on our team. At Kape, we're committed to providing a seamless and secure online experience, and we need your expertise to keep our streaming services innovative and competitive.
Who you are
We are seeking a dynamic and experienced Customer Support Team Lead to oversee our team of Level 1 and 2 customer support agents. The ideal candidate will have a strong background in management, process optimization, and escalation handling, with a keen understanding of operations and the ability to create comprehensive documentation.
What you’ll do
As our Customer Support Team Lead, you'll play a crucial role in optimizing our customer support processes, service quality and enhancing customer experience. Your responsibilities will include:
- Manage and lead a team of customer support agents, ensuring efficient operation and high-quality service delivery.
- Develop and implement effective process management strategies to streamline support operations.
- Handle complex customer escalations, providing timely and accurate resolutions.
- Oversee the creation and maintenance of support documentation and training materials.
- Communicate effectively across all levels of the organization, fostering a culture of transparency and collaboration.
- Understand and cater to customer requirements, ensuring an excellent level of service is consistently delivered.
- Maintain high levels of literacy and numeracy within the team.
- Utilize strong organizational skills to prioritize a diverse and demanding workload.
- Demonstrate exceptional problem-solving abilities to address challenges proactively.
- Foster a cohesive team environment, promoting collaboration and effective team dynamics.
- Lead by example, demonstrating effective team coordination and leadership skills.
- Exhibit a high level of commercial awareness, understanding the impact of support operations on the overall business.
- Manage ticketing systems effectively, ensuring timely response and resolution of customer inquiries.
- Conduct regular reporting and data analysis to identify trends, areas for improvement, and opportunities for growth.
What you’ll bring
- Proven experience in a management role within a customer support environment.
- Familiarity with various ticket management systems and tools (ex: Zendesk)
- Experience in creating and delivering reports and performing data analysis.
- Strong understanding of customer support operations and best practices.
- Excellent communication skills, both verbal and written.
- Proven track record of effective team leadership and coordination.
- Proficient English speaking and writing level.
How we’ll support you
We believe in fostering an environment that empowers decision-making at all levels.
- We prioritize treating every team member with respect and promote open and constructive feedback, ensuring a culture of trust and transparency
- We encourage learning through experimentation and provide a safe space for everyone to learn from their experiences
- Our managers are dedicated to facilitating career growth and creating an environment that attracts and supports talented individuals
Kape Technologies is an equal-opportunity employer. We promote equal recruitment and employment opportunities, and do not discriminate based on gender identity and/or expression, age, race, color, disability, culture, religion or belief, family and/or marital status, sexual orientation, or other characteristics protected by applicable law. We celebrate a diverse and inclusive work environment in which applicants and employees are treated with respect and dignity, and excel based on personal merit, qualifications, experience, and performance.
Health and happiness go hand in hand, and we make every effort to support our team members in all facets of their lives—both inside and outside the office. Learn more about our employee benefits by visiting our careers page.
Before you apply
- At the moment, we do not sponsor visas in the EU. For Hong Kong, we require at least two years of working experience and a university degree in a related field. For Singapore and the UK, we can only sponsor visas for mid-career or above.
- Please upload your resume as a PDF and do not include any salary or compensation information in it.
ExpressVPN is one of the world’s leading providers of online privacy and security services for consumers. Started in 2009, we’ve grown to have millions of active paying customers, a team of more than 700 people worldwide, and a brand recognized by hundreds of millions of people in 18 languages and more than a hundred countries. We see huge growth in our industry, and are gaining market share through strong execution.
Please note that all offers are subject to reference checks from one or more of your former managers/colleagues. For your current manager, we understand that every company has distinct HR practices, and will only speak with them at a mutually agreed-upon time that works for you.
What We Do
The leading VPN company. Building a safer, better digital world.
