Position: Head of Customer Support Department
Company: edustorm.co
Experience required: 2y
Category: Support
English level: fluent
Published: 2023-06-01T00:00:00+03:00

We are seeking an ambitious and experienced Head of Support to join our growing team. As Head of Support, you will be responsible for managing a team of support specialists and ensuring our customers receive exceptional service and comprehensive support in a timely and proper manner.

If you are a proactive, results-oriented individual with a passion for providing exceptional customer support, possess experience and leadership skills necessary to lead a high-performing support team and deliver exceptional customer service – you are just the right person for us!

What you’ll do

* Manage a team of support specialists, including hiring, training, and evaluating (with the assistance of Mentors)
* Develop and implement support policies and procedures to ensure consistent and high-quality service
* Provide leadership and guidance to the support team, ensuring that team members are motivated and engaged
* Monitor support metrics and performance to identify areas for improvement and implement changes as needed
* Work closely with cross-functional teams to identify and address product issues and customer needs
* Develop and implement training programs for support staff to ensure they are equipped to handle customer inquiries and issues
* Provide regular reports to senior management on support team performance and customer satisfaction

What we expect from you

* 2+ years of experience in a leadership position within a customer support (Head, Team Lead)
* Excellent communication and interpersonal skills, with the ability to lead and motivate a team
* Experience in developing and implementing support policies and procedures
* Strong problem-solving and decision-making skills

Nice to have

* Experience with managing remote or distributed teams
* Experience with implementing customer support automation tools and processes
* Knowledge of industry-standard support metrics, and experience using this data to drive support team performance

We offer

* Engaging projects
* Competitive compensation
* 18 days of vacation and 5 days of sick leave
* Cool and collaborative team of like-minded colleagues