Customer Support Team Lead

As part of our continued growth, Neo Group is recruiting on behalf of one of our local partners, leveraging our network of 1,400 talented professionals across 10+ countries. Together, we are committed to delivering innovative, data-driven solutions that empower our clients and foster professional growth within a dynamic and collaborative workplace.

We are on the lookout for a Customer Support Team Lead to join our Customer Support Department.

Responsibilities:

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.
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+.
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!

Details

Location

Minsk, Minsk Region, Belarus Belarus Minsk Region, Belarus

We are on the lookout for a Customer Support Team Lead to join our Customer Support Department.

Responsibilities:

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.
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+.
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!