Neo Group

Customer Support Team Lead

Neo Group

full-time

Posted on:

Location Type: Hybrid

Location: Minsk • Belarus

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Job Level

Senior

About the role

  • Lead and manage a team of Russian-speaking Customer Support agents (chat + email + call).
  • Monitor team performance and ensure KPI targets are met (CSAT, FCR, Handling Time, etc.).
  • Conduct regular 1:1 meetings, performance reviews, and coaching sessions.
  • Provide ongoing feedback and support agents’ professional development.
  • Ensure high-quality communication standards and adherence to internal policies.
  • Analyze team metrics and identify performance gaps or process inefficiencies.
  • Support onboarding and training of new agents.
  • Escalate complex cases when required and coordinate with other departments.
  • Drive process improvements and contribute to service optimization.
  • Ensure schedule discipline and operational coverage.

Requirements

  • Previous experience in Customer Support.
  • Experience in a Team Lead / Senior / Mentor role is preferred.
  • Strong leadership and coaching skills.
  • Analytical mindset and ability to work with performance metrics.
  • Excellent written and verbal communication skills.
  • Ability to manage conflicts and make decisions under pressure.
  • High level of responsibility and organizational skills.
  • Attention to detail and process-oriented thinking.
  • **Language Requirements:**
  • Russian - Native.
  • English - B1+.
Benefits
  • Enjoy 5 health days to focus on your well-being.
  • Take advantage of 25 paid calendar vacation days to explore, relax, and unwind.
  • Get a $30 net per month sports compensation to stay active and healthy.
  • Benefit from top-notch medical insurance for peace of mind.
  • Indulge in a variety of snacks available in the office.
  • Join us for exciting corporate events that foster team spirit and fun!
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Customer SupportKPI monitoringPerformance analysisOnboardingTrainingProcess improvementService optimization
Soft Skills
LeadershipCoachingAnalytical mindsetCommunicationConflict managementDecision makingOrganizational skillsAttention to detailProcess-oriented thinking