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2 дня назад - 19.01.2022

Head of Customer Support

Rocket

Адрес: Киев

About us

Rocket is a Ukrainian tech company with global ambitions. We are user-obsessed and product-driven. From the first day in 2018, we are constantly working on the product that connects clients, couriers, and partners in 40+ cities and 8 countries (Ukraine, the Netherlands, Cyprus, Greece, Portugal, France, Spain and Hungary). And we are going to expand further!

We strive for a positive impact, constantly looking for new opportunities in food tech — not only delivery but also dark kitchens, dark stores, and other innovative models. In 2020, Rocket joined the list of TOP-10 downloaded food delivery apps in Europe (data by Sensor Tower) and TOP-30 Ukrainian product startups (named by Forbes).

We are not indifferent to the world around us, and we support those in need. For example, we were first to launch contactless delivery during the pandemic and provided food for hundreds of older people together with Starenki charity (we even received the Partnership for Sustainability Award 2020 by the UN).

Today, our team is larger than 500 people, and we keep growing.

We are Rocket people. We work to deliver faster, further, always. Join the team!

Now we are looking for Head of support!

Responsibilities:

  • Be primarily responsible for the success of our Customer Support Center in Vinnytsia;
  • Oversee the day-to-day operations of our young and dynamic team of 100+ agents;
  • Manage and grow your own team of leaders through routine feedback, mentoring, and performance monitoring;
  • Lead projects and initiatives to improve our overall customer experience;
  • Establish and monitor the Customer Support team KPIs including (not limited to) response times, resolution times, and customer satisfaction;
  • Document and improve our processes and associated metrics to ensure a high level of customer satisfaction and retention;
  • Analyze relevant data from our internal systems to find training and coaching opportunities for team members;
  • Collaborate with colleagues from other teams and countries to share best practices and standardize our way of working;
  • Be a role model for your team by living the Rocket values and being user-obsessed to ensure all customer interactions end positively.

Requirements :

  • 5+ years of experience in managing a multi-layered Customer Support organization with multiple leadership levels;
  • Strong experience managing fast-scaling and user-obsessed customer support teams;
  • Familiar with using help desk systems to track all communications across all channels as well as monitoring performance using analysis tools;
  • Ability to inspire and motivate all team members, including leaders, to drive happiness and performance;
  • Fluent, both written and verbal, in Ukrainian and Russian;
  • Command of the English language in a business environment (preferably B1 or higher).

Why is Rocket a good place?

  • You will work with a skilled team & open-minded management;
  • You will make an impact on the product, made in Ukraine and used by millions;
  • You will contribute to the booming food-tech market;
  • You will have challenging tasks on-the-job & ambitious goals.

Our Rocket lifestyle is:

  • We are not afraid of challenges — we love them;
  • Our goals are always ambitious — perseverance helps us on reaching them;
  • Rocket People support each other. We are not indifferent, and our management is always open for a conversation;
  • Always DAY 1: every single day for us looks like the first one — full of energy and ideas;
  • We are eternal learners. We learn even from our mistakes (which is okay).

Being one of Rocket People, you obtain:

  • A lot of opportunities for your personal growth, learning & development;
  • Flexible working hours & remote opportunities;
  • True ownership & impact on the product;
  • Team events & various sport activities;
  • Comfortable offices & lunches discounts;
  • 20 working days of paid vacation, 15 sick leave days per year & birthday day off.

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