Position: Head of Support
Company: Devart
Category: Support
Experience required: 3y
English level: intermediate

We are looking for an experienced and enthusiastic Head of the Support Department for the team working on services for urban transportation and logistics.

Our product is an application combining a heavy backend with a neat UI/UX for web and mobile versions. There are also business operations, marketing, and customer support departments. Finally, we provide development models as our own product and SaaS for external markets.

We already have millions of users and aim for much more, striving to reach markets in Ukraine and abroad.

Responsibilities

Organize teamwork in the Support department
Improve customer requests processing
Describe the support business processes
Create and update FAQ for users
Create instructions and working guides for the support team
Distribute tasks among support staff
Optimize processes within the team and analyze the performance
Evaluate the speed and quality of the customers' requests processing
Develop, maintain, and track the relevance of the KPI system
Motivate the recruitment and support staff for professional self-development
Organize meetings, presentations, and assessment tests for support staff
Communicate with other structural units

Requirements

3+ years of experience in customer support
1+ years of experience in a management position (Head, Team Lead)
General understanding of the taxi services market
Experience with IT or complex technology products
Competent written and oral speech
Focus on problem-solving
Flexibility in solving non-standard tasks
Proactivity
Critical thinking skills
Excellent communication skills

Nice to have
A technical, philological, or psychological degree
Level of English — Upper Intermediate or higher

Team
Customer support specialists and call center operators

Working conditions

No overtime
Flexible working hours
18 working days of vacation
15 working days of sick leave
Medical insurance
English classes
Opportunities for professional development and personal growth (the company covers 50% of tuition fees)
Various entertaining activities: corporate parties, team-building events

*Under martial law, some of the above-mentioned points may be temporarily limited.