Uklon | Customer Care Supervisor

Uklon is a product IT company which develops a leading ride-hailing service. Daily, Uklon expert team pumps up one of the largest infrastructures on the market of Ukraine and abroad ensuring the interaction between drivers and riders.
We create a high-load product with ambitious technological challenges, latest innovations and non-trivial moves behind. Our work framework is to test new hypotheses, push our ideas using the latest tech stack.
Let’s drive the industry together!

Join us as a Customer Care Supervisor

Hiring process

Introduction, test task, final meeting
In case you have any questions, feel free to contact our recruiter directly or via email at au.moc.nolku%40adiokum.anna - we’re here to help!

Drive with Us

What our offer includes specifically for this role

the opportunity to improve your managerial expertise by getting the green light to use all team management tools

your place is here if you want to: not just “work with people”, but to develop a strong team

the opportunity to directly influence the product “today” and see the result of your work “tomorrow”

a modern approach to building processes using powerful IT solutions

the opportunity to improve your skillset in working with the Uklon community of experts

support and implementation of your ideas and initiatives

immersion in the culture of the company, which considers each employee to be significant and valuable

regular performance & salary review

How exactly you can influence the developmentof the Company:

● quality control of service provision: ensuring that processes meet established standards and provide a high level of service● promotion of employee development: providing the necessary support, individual and team feedback on performance● analysis of complex cases: point-by-point analysis of non-standard cases in order to find effective solutions and prevent similar ones in the future● reporting: preparation of weekly and monthly reports for the group in accordance with established standards and performance indicators● identification of areas for improvement: analysis of problem areas in the work, formulation of goals and development of an action plan to eliminate them● analysis of customer experience trends in the market and integration of best practices into internal processes

Challenges for three months:

● become familiar with the company’s products, processes and standards● master all the tools used by the department● get to know the team, hold regular 1:1 meetings, and record information about teammates● achieve KPIs of personal and team effectiveness: SLA - not less than 80%, CSAT - 4.55, AHT - 110 seconds, QA - keep the average score for the quality of responses not less than 80% ● analyse requests, group them, and find ways to optimise request processing

To achieve the results, you will need:

● at least 1 year of experience in a contact centre as a supervisor● experience in managing teams of 7 people or more: ability to plan, organise and control the daily activities of the team to achieve efficiency and fulfil strategic goals● ability to multitask and effective time management: ability to coordinate several processes simultaneously without losing focus on quality and deadlines● practical skills in conflict resolution, ability to effectively communicate important information about changes and updates to the team. Quick adaptation to new conditions and challenges● knowledge of customer service standards and metrics that will reflect the team's performance● skills of effective cooperation with cross-functional teams● advanced analytical skills

How do you manage your working hours?

● Flexible schedule with required collaboration hours from 11:00 to 16:00● Days off with full compensation: 20 for personal needs, 10 for illness, 1 more on a birthday occasion (a gift from the company), up to 8 for blood donation

How will you level up your skills at Uklon?
● Internal knowledge sharing, mentorship programs, and training for soft & hard skills● Professional certifications for experts● Corporate library and subscriptions to information resources● Personal/team learning budget● Corporate discounts and сompensation for English lessons● Long-term training program for managers
Care and support
● Medical insurance in Ukraine● Paid therapy sessions with Pleso● Providing our soldiers in the Armed Forces with gear and medical supplies● Gamification, gifts, giveaways and partner discounts● Sports events and corporate team buildings● Wellness programs with emotional well-being workshops● Relaxing massage weeks in the office● Promo codes for Uklon rides
Regular Sport Activities:
● Uklon Football – weekly● Uklon Online & Offline Yoga – weekly● Corporate discounts and partial compensation for sports activities.
Corporate social responsibility
Since 2014, Uklon has been actively supporting the Ukrainian army and volunteer community. We are a long-term partner of the Come Back Alive Foundation and, since 2022, have provided monthly financial support to the Serhiy Prytula Foundation. We also regularly organize and contribute to fundraising efforts, focusing on drones — so they fight, not people.
To engage the Uklon rider community in charity, we’ve added one-time and recurring donation features to the app.

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