DocMagic

Customer Support

• Manage and lead the team with daily operational issues and workload management
• Ensure consistent service standards across channels (phone, email, chat)
• Serve as the primary point of contact for team members with questions or escalated issues, fostering a supportive environment
• Provide coaching, mentoring, and performance management to team members, including regular feedback, one-on-one meetings, and performance reviews
• Serve as the primary escalation point for high-level or sensitive customer interactions, modeling best practices for the team
• Oversee onboarding and training new team members, ensuring readiness to support both internal and external clients
• Set performance goals and conduct regular evaluations
• Ensure adherence to established processes, procedures, and standards
• Monitor team performance and customer service metrics to identify trends and areas for improvement
• Collaborate with internal teams to communicate customer needs, feedback, and service improvement opportunities
• Support company-wide customer-centric initiatives
• Maintain coverage and continuity of service operations as needed
• Identify trends, risks, and opportunities for improvement
• Manage daily service operations and service-level agreements (SLAs)
• Ensure compliance with company policies, legal requirements, and data protection standards

Customer Service Manager

Backend Engineer

• Develop and maintain scalable and performant Java-based backend services and APIs.
• Collaborate with cross-functional teams to define, design, and ship new features.
• Write clean, maintainable, and testable code using modern design patterns.
• Optimize application performance, reliability, and scalability.
• Participate in code reviews and contribute to the continuous improvement of engineering practices.
• Debug and resolve technical issues and production incidents.
• Contribute to system design discussions and architecture decisions.
• Maintain documentation of systems and processes.

Software Developer, Java II

Frontend Engineer

• Design and development of complex, scalable, and responsive web applications using Angular (v16+)
• Define and design reusable and modular components, patterns, and front-end frameworks
• Translate UX/UI designs and business requirements into functional and elegant interfaces
• Guide and mentor developers through code reviews and knowledge sharing
• Collaborate with designers, product managers, and back-end engineers to deliver seamless integrations
• Drive best practices in performance optimization, accessibility, and responsive design
• Contribute to front-end CI/CD strategies and testing automation
• Stay up-to-date with front-end technology trends and evaluate their application in projects

Customer Service Manager

Software Developer, Java II

Software Developer – Angular III