Team Lead

1 month

- Fully organizes the work of the existing support team. - Controls the quality of every customer request. - Distributes workload among agents and manages shifts. - Monitors SLA and KPI compliance and first-response speed. - Reviews complex cases and helps employees make correct decisions. - Conducts regular QA reviews and training sessions. - Creates and updates the knowledge base, instructions, and internal procedures. - Configures Zendesk, Intercom, automations, macros, and tagging systems. - Cooperates with other company departments to resolve customer issues. - Analyzes requests, identifies recurring problems, and proposes solutions to improve support efficiency. - Prepares regular management reports with recommendations for support-team development.

Completed tasks

1 Team Lead

Accounts

02

Support Team

1 month

- Provides 24/7 customer support. - Handles a high volume of requests simultaneously without sacrificing service quality. - Supports users in multiple languages and across all communication channels. - Advises customers on the product, accounts, payments, technical issues, and other business areas. - Supports the user throughout the entire customer journey—from the first request to full resolution. - Works promptly with internal departments such as development, finance, marketing, and compliance to resolve complex cases. - Complies with SLA and internal quality standards and maintains a high level of customer service. - Includes everything covered by the Team Lead service.

Completed tasks

From 1 to 15

Accounts

03Lite

Support Team + Team Lead

1 month

- Receives and processes all incoming customer requests via chat, email, Telegram, and other communication channels. - Advises users on the product, helps them understand its functionality, and supports them until the issue is fully resolved. - Resolves most standard requests without involving other departments, reducing customer waiting time. - Transfers technical and non-standard requests to relevant specialists and monitors their completion. - Works according to established SLA standards, maintaining a high level of customer service and response speed. - Creates a positive customer experience, increases user loyalty, and reduces repeat requests. - Includes everything covered by the Team Lead service.

Completed tasks

1 Team Lead + 2 support agents

Accounts

04Basic

Support Team + Team Lead

1 month

- Provides 24/7 customer support. - Handles a large flow of requests simultaneously without reducing service quality. - Supports customers across multiple communication channels: chat, email, Telegram, and Help Center. - Advises users on the product, payments, technical issues, and service functionality. - Works with VIP customers and priority requests. - Cooperates with technical, financial, and other internal departments to resolve complex requests. - Ensures compliance with internal service-quality standards and maintains high customer satisfaction. - Includes everything covered by the Team Lead service.

Completed tasks

1 Team Lead + 4 support agents

Accounts

05Pro

Support Team + Team Lead

1 month

- Provides 24/7 customer support. - Handles a high volume of requests simultaneously without sacrificing service quality. - Supports users in multiple languages and across all communication channels. - Advises customers on the product, accounts, payments, technical issues, and other business areas. - Supports the user throughout the entire customer journey—from the first request to full resolution. - Works promptly with internal departments such as development, finance, marketing, and compliance to resolve complex cases. - Complies with SLA and internal quality standards and maintains a high level of customer service. - Includes everything covered by the Team Lead service.

Completed tasks

1 Team Lead + 10 support agents

Accounts