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Firebird is an international online travel company that organizes trips to Europe for customers from around the world. We have a dedicated software development department that focuses on our internal products that allow everyone else to deliver some of the top-notch, worldwide services. Currently, there are a number of commercially available projects in production that are being actively worked on:
Service for booking rail tickets https://rail.ninja
Online trip builder https://triptile.com
Service for booking hotels https://travel.ninja
– 5+ years of experience in customer support, with at least 2 years in a leadership role.
– Strong communication and people management skills.
– Hands-on experience with customer support platforms (Aircall, Intercom or similar).
– Data-driven approach with the ability to interpret KPIs and make process improvements.
– Ability to handle difficult situations and maintain a positive team culture.
– Fluent English.
– Lead, mentor, and motivate a team of customer support specialists.
– Set up effective workflows, schedules, and processes to handle inquiries efficiently.
– Monitor team performance, track KPIs (response time, resolution rate), and report results to management.
– Handle escalated customer issues and provide solutions in a timely manner.
– Collaborate with product, operations, and marketing teams to communicate customer feedback and improve service.
– Train new team members and ensure consistent knowledge updates across the team.
– Identify opportunities for process automation and support tools optimization.
Work in a friendly, young and ambitious team with ready to change management.
– Career opportunities.
– Remote work, 5 days a week (Mon-Fri).
– Unique working experience in the best travel company.
– Ability to grow and level up skills in a dynamically developing team.
– Fixed salary 2000$ – 2500$
Tell us about yourself, the employer will receive this information
Tell us about yourself, the employer will receive this information
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