Position: Head of Support
Company: Dublemint
Experience required: 3y
Category: Other
English level: upper
Published: 2023-04-01T00:00:00+03:00

Dublemint is a growing IT company seeking an experienced and driven Head of Support to lead and develop our support team and customer services for a stable, fast-growing, and high-demand project. If your expertise lies in delivering superior customer support, and you have demonstrated success in managing teams, we'd love to get in touch with you.

Responsibilities:
- Establish and manage a support department
- Independently handle user requests
- Improve user communication channels and options with the support team
- Implement and maintain live chat with automatic replies 
- Create and update user FAQs
- Optimize team processes and conduct performance analysis
- Develop guidelines for the support team
- Write documentation and descriptions of support processes
- Develop, maintain, and monitor KPIs
- Recruit, motivate, and manage support staff
- Communicate effectively with other organizational units

Requirements:
- 3+ years of customer support experience
- 1+ year of experience in a managerial position (manager, team leader)
- Experience with complex IT products
- High level of English (ability to read and write documentation freely and communicate with the client)
- Excellent communication skills
- Problem-solving focus
- Flexibility in addressing non-standard tasks
- Proactivity
- Critical thinking skills

Nice to have:
- Degree in a technical, philological, or psychological field

What we offer:
- Competitive salary
- Flexible schedule
- 100% remote position
- Paid vacation and sick leave
- Timely monthly wage payments

Interested candidates should submit their resume and cover letter detailing their relevant experience and why they would be a great fit for the role. We look forward to hearing from you!