Job details

Customer Support Team Leader

We are currently looking for an experienced Customer Support Team Lead in the on-demand services sector (taxi / delivery). In this role, you will be responsible for the efficient operation of the team, where every decision impacts operational metrics and customer satisfaction.

Key Responsibilities

• Ensure achievement of team KPIs in high-load conditions (SL, ASA, AHT);
• Lead customer support in real-time services (delays, ride/order cancellations, incidents, and escalations);
• Collaborate with agents and operational teams for rapid problem resolution;
• Onboard and mentor the team to maintain high levels of quality and productivity;
• Identify risks and proactively resolve issues affecting team performance.

Qualifications & Skills

• Proven experience managing a customer support team in taxi, delivery, or other on-demand services — at least 1 year;
• Deep understanding of real-time operational support (24/7, SLA, peak loads, critical incidents);
• English language proficiency at B2 level or higher;
• High self-organization, discipline, and responsibility;
• Results-oriented with a focus on quick problem resolution within the team.

We offer

• Competitive salary;
• Professional training and development;
• Remote work;
• Career growth opportunities in an international, dynamic company.

We prioritize candidates with experience leading support teams in taxi or delivery services.