Armenian and Russian Speaking Customer Support Team Leader

Tbilisi, Georgia (Hybrid)

Job Description

The Team Leader is responsible for leading, supporting, and developing a team of Customer Support Specialists (CSSs) to ensure high-quality service delivery and operational excellence. The role involves managing daily workflows, coaching team members, monitoring performance, and serving as a communication link between associates and management. Team Leader plays a key role in maintaining productivity, ensuring adherence to procedures, and driving continuous improvement within the team.

Key Responsibilities

  1. Customer & Associate Support
    • Assist associates with customer (rider/venue) situations by providing daily guidance and effective solutions.
    • Handle workloads during staff shortages or high-volume periods and demonstrate best practices.
  2. Team Management & Performance
    • Manage team schedules and ensure adherence to shift plans.
    • Coach associates based on performance results and outlier findings.
    • Deliver coaching sessions aligned with Glovo standards and document outcomes in the relevant systems.
    • Update the Root Cause Analysis File by evaluating chats and providing feedback to CSSs.
    • Document coaching notes for both pass and fail results on required platforms.
    • Evaluate CSS performance and follow structured action plans for their development.
    • Motivate and inspire the team through leading by example, offering incentive opportunities, and building confidence.
  3. Training & Knowledge Management
    • Ensure all CSSs are familiar with company policies and procedures.
    • Inform and train associates on new or emerging issues.
    • Gather feedback from CSSs on operational challenges and escalate to Glovo when needed.
    • Attend company-required trainings and deliver internal knowledge-sharing sessions when necessary.
  4. Operational Excellence & Reporting
    • Analyse operational trends and support team members in improving their performance.
    • Apply Real-Time Management (RTM) practices based on written guidelines and monthly planning.
    • Adhere to Glovo's rules regarding confidentiality and security of personal and performance data.
    • Suggest improvements to management related to revenue generation, customer satisfaction, and support processes.
    • Participate in internal and external calibration sessions, weekly supervisor meetings, and urgent or unplanned meetings as required.
  5. Communication & Collaboration
    • Act as a focal point for information flow between management and the team.
    • Meet monthly with the Operations Lead to provide updates, feedback, and performance plans.
    • Meet monthly with the team to review results and set future goals.
    • Attend recruitment interviews when needed.
  6. Other Responsibilities
    • Perform additional duties as assigned by management.
    • Maintain a positive, proactive attitude with a strong focus on continuous improvement.
    • Take feedback constructively and adapt skills accordingly.

 


Armenian and Russian Speaking Customer Support Team Leader

Job description

Armenian and Russian Speaking Customer Support Team Leader

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