Uklon | Performance Customer Care Lead

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 Performance Customer Care Lead

Hiring process

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

Drive with Us

What our offer includes specifically for this role

the opportunity to contribute to the development of a promising delivery direction and directly influence the creation of a service that will become a benchmark for the Ukrainian market

participating in the implementation of a modern telephony platform, including full migration of operational processes

applying modern approaches to process design

regular performance & salary review

corporate culture where everyone is valued, significant and has influence over processes

How exactly you can influence the developmentof the Company:

● analysing the performance of key performance indicators (KPI) and preparing an action plan to improve them● forecasting workload on processes: comparing planned and actual data, identifying deviations● responding promptly to changes in the number of requests and adjusting model forecasts in real time● identifying the main issues in typical customer request topics to optimise processes● analysing incidents and problems reported by the support team to improve service performance

Challenges for three months:

● conducting an audit of current team workflows and agreeing on a direction development strategy based on the audit results● optimising the WFM (Workforce Management) process to improve the efficiency of existing resources (deviation from the planned FTE not exceeding ±5%)● compiling a team development plan● building a strategy to reduce the share of delivery-related requests by 10% (relative to completed orders)● building a transparent reporting system that reflects the direction performance

To achieve the results, you will need:

● experience in managing teams of up to 5 people, including various functional areas (planning, monitoring, incident handling)● proficiency in measuring, analysing and improving key metrics: FCR, AHT, CSAT, NPS/eNPS, SLA, occupancy, productivity● experience in working with analytics: collecting, processing and visualising data (Excel, Google Sheets, Tableau or similar tools)● at least 1 year of experience in a managerial position in a contact centre● solid knowledge of CRM systems and skills in managing operations effectively through them● multitasking ability and effective time management: ability to coordinate multiple processes simultaneously without losing focus on quality and deadlines● experience in managing contact center operations, including for further scaling● skills in effective collaboration with cross-functional teams● English language proficiency at Pre-Intermediate level or above

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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