Customer Support Team Leader

From Ukraine to Europe: Nova Post Europe already operates in 16 countries and continues to grow every day.

Our team is united by the desire to move forward, achieve results, and open up new opportunities together.

We are looking for people who want to create more — a large-scale European project born in Ukraine.

Right now, we are looking for a Customer Support Team Leader to join our Customer Care Center and lead a team that makes a real difference for our customers every day.

You are our candidate if:

• You have 2+ years of professional experience, including managing a team of 10+ people in Customer Experience/Support;
• You deeply understand CX standards, SLA monitoring, international delivery stages (export/import), and customs procedures;
• You are proficient in MS Office and Google Sheets, with the ability to analyze data and identify process bottlenecks;
• You maintain emotional maturity under pressure and can communicate confidently on equal terms with C-level executives and country CEOs;
• You act as a reliable «shield» for your team, handle crisis escalations, and protect your team’s boundaries;
• You possess a «Creator» mindset with a proven track record of optimizing business processes and motivating people.

What you will be doing:

• Organizing the daily work of the Customer Care Center for the European market (10+ employees) and developing high empathy and proactive end-to-end parcel monitoring skills within the team;
• Systematically ensuring the team consistently meets quantitative and qualitative SLA/KPI targets, identifying recurring delays or bottlenecks;
• Directly handling non-standard, critical customer situations and engaging internal teams and international colleagues (up to country CEOs) to resolve complex cases;
• Monitoring and preparing analytical reporting for top management to continuously improve service quality and logistics processes, utilizing data to discover bottlenecks;
• Providing expert assistance to the team regarding international delivery services, pricing, and customs regulations, and actively participating in implementing new tools and processes;
• Initiating and successfully implementing at least 1−2 process optimizations in international delivery or customs support within the first 3−6 months.

We offer:

• Everything is official — we provide social guarantees: paid sick leave, vacations, and business trips.
• We provide medical and life insurance for our employees.
• We provide equipment for comfortable and efficient work.
• Work where you feel comfortable — hybrid or fully remote.
• With us, you can develop your skills, participate in new projects, and grow within the company. Our team is united by professionalism, trust, and a common goal.

It all starts with the first step. Send your resume today — it’s time to make a difference together.