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Customer Support Team Lead

Hello!
Uniwell is an international service company providing Customer Care services to users in over 100 countries in the Health & Fitness industry 🍏 🏋🏼‍♂️.

Over the past year, our team has grown from 30 to 100+ people, and we are now looking for a Customer Support Team Lead. This is the first time we’re opening this role to external candidates, as we aim to strengthen our team with fresh expertise and new ideas.


Your primary responsibilities will include optimizing processes, developing the support team (10–12 agents), maintaining service quality, and enhancing team performance through feedback.

You will report to Darya, our Head of Support, an expert with over 8 years of experience in customer service. Darya values leaders who excel in team management, foster open communication, and support their teams with empathy and emotional intelligence.

Key Responsibilities:

  • Organizing team meetings, conducting one-on-one sessions, planning team activities, improving communication, and ensuring cross-functional collaboration with other departments.

  • Analyzing agent performance and proposing solutions to improve team productivity and efficiency.

  • Monitoring and fulfilling targets and KPIs, and ensuring planned indicators are achieved.

  • Managing team schedules.

  • Onboarding new shift leads and assisting their integration into work processes.

  • Conducting exit interviews and evaluation meetings during probation periods.

Key Requirements:

  • Proven experience as a Customer Support Team Lead.

  • English proficiency at B2+ level.

  • Experience in conducting one-on-one meetings, providing feedback, resolving conflicts, and organizing team activities.

  • Strong background in handling customer dissatisfaction and complaints.

  • Expertise in monitoring, analyzing, and achieving key performance indicators (KPIs).

  • Excellent communication skills and experience in professional correspondence, both verbal and written.

What Uniwell Offers:

  • A 5/2 work schedule to help you balance work and personal life.

  • Remote work from anywhere in the world.

  • Paid vacation and sick leave for rest and recovery.

  • Health & Fitness products that improve the lives of millions of people.

  • Medical insurance for your safety and peace of mind.

  • The opportunity to implement your ideas to improve services.

Recruitment Process:

Interview with a recruiter - technical interview - final interview

If you want to help improve people’s lives with us, Uniwell is the place for you! Send us your CV and take the first step toward a career that makes a difference 😊

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