Position: Head of Customer Support
Company: upSWOT
Experience required: 5y
English level: fluent

Job brief: As a Head of Customer Support, you will build an outstanding user experience and contribute towards user satisfaction. As a key member, you will grow and develop our Customer Support team. If you are passionate about providing an exceptional customer experience, creating growth opportunities for your team, and working in a transparent and fast-paced environment, we’d love to hear from you!

Responsibilities:
- Build from scratch the Customer support department
- Develop a team of Customer Support Representatives to deliver the best possible issue resolution to customers;
- Define and implement standards and procedures for ensuring a supreme customer experience;
- Develop customer journey maps to review and validate settled experiences and identify new concepts;
- Identify, investigate and follow up on inquiries or issues and respond or resolve them in the most efficient manner possible;
- Collaborate closely with the product team, data analysts, and developers to ensure the delivery of high-quality products and services;
- Identify trends and deep dive into data to improve performance and evaluate customer satisfaction results;
- Complete other special projects as assigned or required.

Requirements:
- At least 5 years of experience working in a mid-to-senior level capacity managing a service/help desk technology environment
- At least upper intermediate English level
- You are experienced in working as a Customer Support Manager, Customer Success Manager, or at a similar client-facing role;
- You have experience working in IT;
- You have excellent verbal and written communication skills;
- You are innovative and passionate about delivering the best possible experiences for customers;
- You have an Advanced level of English.

Benefits: 
- Possibility to grow within a multicultural work environment with a flat structure and direct, informal communication
- Flexible working environment
- Full-time employment
- Remote work
- 4 working days week