Customer Care Team Lead

We’re looking for a Customer Care Team Lead who is passionate about delivering exceptional service, thrives on feedback, and is excited to enhance both customer and internal experiences.

About SLEEPER
SLEEPER is an international fashion brand born in Kyiv, Ukraine. We craft ethically made, high-quality, multipurpose garments designed to make you feel beautiful – whether you're strolling the streets or enjoying the comfort of your home.

We value mutual respect, professional and personal development, adaptability, work-life balance, and taking ownership of responsibilities.

Your Responsibilities:

• Deliver outstanding customer service across all communication channels, including emails, messages, and occasional calls (in English and Ukrainian).
• Respond to customer comments and DMs on social media and build positive, long-lasting relationships.
• Proactively collect, analyze, and share customer feedback to improve the shopping experience and influence product and process enhancements.
• Develop and implement strategies to optimize customer satisfaction and loyalty, including contributing to loyalty program initiatives.
• Collaborate closely with other departments, including production, marketing, and logistics, to resolve customer issues and streamline operations.
• Ensure processes are efficient by identifying gaps, providing improvement suggestions, and supporting their implementation.
• Take full ownership of tasks, showing initiative to acquire knowledge or solve problems.

What We’re Looking For:

• Language Proficiency: Advanced written and spoken English (B2+ or higher) and fluent Ukrainian.
• Experience: At least 2 years in customer service, ideally in eCommerce.
• Technical Skills: Familiarity with CRM software (e.g., Zendesk, Gorgias), eCommerce platforms (e.g., Shopify, WooCommerce), and PSPs is a bonus.
• Mindset: A proactive, self-managed individual who takes initiative, seeks solutions, and thrives on critical thinking.
• Communication: Strong verbal and written skills, with excellent attention to detail.
• Passion: Enthusiasm for providing exceptional service and continuously improving both customer and internal processes.

What We Offer:

• Work Setup: A hybrid work-from-home/office schedule with flexible hours.
• Time Off: 20 working days of paid vacation and sick leave compensation.
• Perks: Corporate discounts on SLEEPER products.
• Work Environment:
  
  • A modern, pet-friendly office located in Podil.
  • Opportunities for growth and learning in a supportive, dynamic team.

Are you ready to create memorable customer experiences? Join our team at SLEEPER.

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