We are looking for a Head of Support who will join a stable, reliable product company with a large number of products and various tasks. This person is expected to build a modern support department in our company and ensure its high-quality work.

Responsibilities:

  • Manage a team of technical and sales support specialists in direct and matrix reporting
  • Conduct an audit of the existing Customer Support system and develop a strategy for its development
  • Monitor the implementation of the main KPIs by support specialists, ensure the quality of request processing in accordance with the SLA
  • Implement optimal Customer Support tools and services
  • Develop regulatory documents
  • Mentor department employees, create a favorable working environment
  • Implement industry best practices

Requirements:

  • 2+ years of experience in the position of Head of Support or similar
  • Successful experience in building and organizing the work of Customer Support department
  • Experience with B2B and B2C clients
  • Experience with IT or complex technology products
  • Excellent knowledge of Customer Support processes and tools
  • English writing skills - Upper Intermediate and above
  • Skills to describe and optimize business processes
  • Experience in statistical analysis and reporting
  • Knowledge of management methods and practices

Nice to have:

  • Sales experience
  • Knowledge of the software development process
  • Database skills

Interested?

Please share your contact details along with your resume and our recruiters will contact you shortly.

Apply via Devart website

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Benefits & Perks

Competitive salary

The wage is competitive and corresponds to the level of qualification and experience

Flexible work hours

Improve your work-life balance with flexible schedule

Paid sick leave

Additional 5 days of sick leave without the need for confirmation

English courses

You can take English classes in the office, at a convenient time

Coffee, tea, and sweets

An unlimited quantity and wide assortment. Fresh fruits every week

Game room

Table tennis, table soccer, darts, horizontal bar, and fitness equipment

Corporate events

Fun events that you will remember for a long time

Modern office

Comfortable and modern furniture for productive work