Position: Head of Customer Support
Company: Boss. Gaming Solutions
Experience required: 3y
Category: Other
English level: upper
Published: 2021-10-01T00:00:00+03:00

**Please note, we will consider candidates only full-time in an office.**

**Requirements:**
- Experience in a similar position at least 3 years;
- English - upper-intermediate and higher;
- Proven the ability to effectively manage and train team members - demonstrated a data-oriented approach to solving problems;
- Experience using Jira and Slack;
- Experience with productivity KPIs for staff;
- Experience in developing, reporting, and driving metrics;
- Based results;
- Knowledge of the product;
- Patience, empathy, enthusiasm, cheerful;
- Persuasion, problem-solving skills;
- Ability to handle surprises and unexpected reactions and behaviors;
- Demonstrate an ability to motivate and communicate with others at all levels;
- Developed leadership skills;
- Excellent communication and negotiation skills;
- Extreme attention to detail.

**Responsibilities:**
- Lead a team of Customer Support agents (responsible for 5+ product support agents);
- Establish KPIs and processes to measure and optimize team performance;
- Strategize by designing, building, automatizing and executing process improvement initiatives to drive operational efficiencies and improve customer experience;
- Make sure your FAQ always is up to date and contains relevant information;
- Establish processes to efficiently onboard new hires and enable ongoing product knowledge through training programs and/or knowledge base documentation;
- Work with product leaders to surface, prioritize, and track customer feedback;
- Coach, mentor, and guide team members in delivering excellent customer support experience;
- Apply expertise in quantitative and data analysis and identify key trends and customer issues;
- Clearly communicate the progress of weekly/monthly/quarterly initiatives to stakeholders.

**We offer:**
- Work in a skilled team and interesting tasks;
- Decent wages;
- Paid vacation 24 days;
- Comfortable office near m. Zhytomyrska;
- 7-hour working day;
- One day per week can be remote;
- Modern game room (few PS4, ping-pong table).