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Head of Customer Support
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.
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
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!
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