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Customer Support Team Lead (English-Speaking) at Neo Group. We're on the lookout for a vibrant and enthusiastic English Speaking Customer Support Lead on behalf of our partners. If you're passionate about customer service, fluent in English, and ready to make a significant impact, this is the perfect role for you!. Main task is . to manage English-speaking team members and control + improve the quality of conversations with the customers via the mail channels (chat + email + call). . Your Role:. . 🌟 Lead and mentor a team of customer support representatives, fostering a positive and high-performance culture.. 📞 Handle customer inquiries via phone, email, and chat, ensuring timely and accurate responses.. 📝 Maintain detailed records of customer interactions and issues, ensuring follow-up and resolution.. 🔍 Identify trends and areas for improvement in customer service processes.. 🎯 Collaborate with other departments to ensure a seamless customer experience.. 🌐 Assist in the development and implementation of customer support strategies.. . Working experience in Customer Support/ Service / Call Center. . Understanding the key metrics for a customer support team (team and personal metrics): CSAT, SLA, FRT + NRT, HT, NPS and so on.. . Familiarity with tools such as Intercom, Slack, Google Workspace. . Excellent writing and speaking skills (English). . Strong understanding of customer service operations, including ticketing systems, live chat, email, and phone support. . Analytical mindset with the ability to interpret СS performance metrics and implement improvements. . Strong problem-solving skills and the ability to handle escalations professionally. . Excellent communication and interpersonal skills, with fluency in English (additional languages are a plus). . Preferred Qualifications (not mandatory):. Experience working with global teams across different time zones. Company Location: Kazakhstan.