Position: Deputy Head of Support
Company: Rocket
Experience required: 5y
Category: Support
English level: upper
Published: 2021-10-01T00:00:00+03:00

**Your 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 160+ 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.

**Our Ideal Candidate:**

- 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 (direct -- Zendesk experience a big plus);
- 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 on our mistakes (which is totally 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.