Head of Customer Support

Responsibilities:

• Manage a team of 20+ employees.
• Supervise line managers and customer support agents in answering calls, emails and live chats from customers seeking assistance with app, verification and other user issues.
• Provide extensive coaching and counseling to assist agents in meeting customer satisfaction, exceed customer expectations, build customer loyalty.
• Conduct side-by-side observations and quality assurance (call and email monitoring) reviews
• Make recommendations and/or take corrective action to manage performance as appropriate and be an integral part of the disciplinary and termination process
• Effectively interview and recommend candidates for recruiting and hiring.
• Analyze trends based on historical data to close performance gaps
• Respond in a professional and courteous manner to escalated customer service inquiries, requests or complaints to reach an effective resolution
• Develop policies and procedures for daily business operations to enhance improvements to process, revenue and customer satisfaction.

Requirements:

• 3 Years Call Center/Customer Support Experience
• 2 Years People Management Experience
• Native speaker of English and Ukrainian, excellent communication in written and verbal on both languages.
• Strong problem-solving skills and the ability to think analytically while working in a fast-paced environment and relationship building skills.
• Proven ability to successfully provide relevant and immediate feedback in a fast-paced and complex environment
• Preferably has very good knowledge of Compliance, KYC, AML and Risk-Fraud.
• Conduct analysis of department and provide recommendations for improvements and cost reductions.
• Leads, schedules, coordinates, and participates in daily work, meetings, and projects relevant to the team and department, and addresses daily issues that affect the team.
• Bachelor's Degree or equivalent customer-facing and management work experience

What do we offer:

• A really good team and a democratic manager, all of the team members are staying with the company long term and sincerely enjoy the journey
• Regular reviews of efficiency and review of wages
• Health insurance
• Paid sick leave and 24-day leave
• Payment for season tickets to the SportLife gym, free gym on the workspace territory
• Regular team meetings and team building, corporate parties

We are waiting for you in our team!