Customer Support Team Lead

Deadline: 09 May 2021

Employment term: Permanent

Category: Other IT

Job type: Full time

Location: Yerevan

Job description:

DISQO is a next generation consumer insights platform. We provide the highest quality consumer data to the world's largest market research agencies, analytics companies, and brands. We operate one of the world's largest true consumer insights panels. This data helps our clients understand user behavior, build better experiences, and make better decisions. We utilize cutting-edge technology and innovative, out-of-the-box strategies to collect and analyze insights that help shape the products and services of tomorrow.

This is a great opportunity to join a fun, exciting & highly motivated team and upgrade your skills while creating a real impact. We use a modern tech stack and cloud infrastructure. We are not only looking for work experience, but rather the willingness to step up to challenges and the ability to learn quickly.

We believe the best software is written and managed by small teams that know how to make the impossible possible. We use agile software development techniques and modern tools to focus our efforts on solving our business goals. We use OKRs to track everything we do. We deliver early and often. We obsess over our code, architecture, and infrastructure. And we believe that these practices lead to higher quality products.


Job responsibilities

  • Mentor and provide ticket resolution support to team members to meet and exceed SLA requirements 
  • Keep a constant eye on CSRs’ performance to find ways to improve the quality by increasing CSAT
  • Review KPIs, supporting metrics, and daily reports to effectively coach and manage the team
  • Troubleshoot, resolve and provide excellent customer service via different channels such as tickets, live chat, forums, phone call etc
  • Solve or escalate complex and/or emergency issues to Product team, Marketing or Management
  • Help the coordinators to set up shifts and coordinate resources for team call and ticket resolutions
  • Support in the development of SOPs and training of new hires
  • Utilize the system (Salesforce) to pull and distribute reports. Analyze reports for call/ticket trends and create a performance improvement plan
  • Manage our customer knowledge base and internal technical documentation
  • Demonstrate active listening when engaging customers, anticipating their service and support needs
  • Acts as a player coach and proactively identifies opportunities to add value and to improve processes
  • Maintain high morale to promote a team environment
  • Hold regular 1:1 meetings with support agents to ensure progress & development
  • As needed, ensure the team is resourced to provide evening and weekend support for high priority issues and strategic event dates
  • Regularly report to the Head of Customer Support about department progress & achievements as well as people management & behaviours
  • Track the promised deliverables: Following up on the commitments (ongoing, upcoming, reopened) from dependent teams to make sure that things are planned and addressed on time
  • Comfortably working flexible shifts with rotating patterns that include weekend shifts and late evening shifts and night shifts upon need
  • Participate in morning and evening calls with US team members
  • Act as a technical escalation point for team members
  • Perform other related duties as required and assigned.

Required qualifications

  • 4-5 years experience in the customer support sphere
  • 2-3 years of experience in management, mentor, or team-lead role
  • Management experience with all facets of the employee lifecycle: recruitment, onboarding, training, coaching, performance management, offboarding
  • Experience troubleshooting and diagnosing issues in complex web Applications
  • Experience administering Salesforce, Zendesk, Freshdesk, or similar ticket management platforms
  • Experience in issue reporting and working with developer tools
  • Knowledge of API technologies and experience troubleshooting API issues
  • Knowledge of agile methodologies and project management tools E.g. jira, trello
  • Good understanding of basic networking and internet protocols (TCP/IP, HTTP(S), WIFI)
  • Strong aptitude for learning new technologies and understanding how to utilize them in a customer-facing environment
  • Ability to troubleshoot, test, find and create bugs and assign them to the Product Management team
  • Ability to multitask and work under pressure situations
  • Ability to give feedback to teammates and also dependent team members who did extraordinary things to unblock the cases
  • Ability to be part of an "on-call" after-hours rotation team
  • Strong leadership skills, with a proven track record as an influential leader
  • Outstanding analytical skills: ability to create types of reports, dashboards based on SLAs to monitor the team performance and the KPIs
  • Strong customer service skills and experience in setting up the call center and live chat client processes and procedures
  • Outstanding verbal and written communication and listening skills to communicate with different types of people.

Required candidate level: Senior

Professional skills

Customer Service skills

Analytical thinking

You can apply for this job just by following Application procedure.

Application procedures

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2020 was full of challenges but with a strong team that has the grit for making an impact, nothing is impossible. 

In this video, our team members from the Armenia office tried to sum up our accomplishments of 2020 from business awards to new product releases.

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Annual bonus
Annual salary review
Medical insurance
Teambuilding and corporate events
Stock options
Complimentary tea, coffee and refreshments
Family medical insurance
Company performance-based bonuses
Day offs
Staff referral program
Free meal(s)/Coupons
Gamezone or fun activities
Flexible working schedule
Free parking
Corporate swags from Company Swag stores

Contact details


Address: 16 Halabyan St., Yerevan, Armenia

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