Position: Head of Сustomer Service (IGaming)
Company: OXOIX
Experience required: 2y
Category: Support
English level: upper
Published: 2022-06-01T00:00:00+03:00

**OXOIX** is an ambitious creative start-up digital agency based in Ukraine and open to clients worldwide. We are growing very fast and have already released our first product in the past 6 months. We have very high marks of quality on every level of our job and show how quickly and efficiently we can become better.
**Responsibilities:**
- launching a support department for our products;
- market analysis, research of new products.
- lead a team of Customer 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;
- communicate the progress of weekly/monthly/quarterly initiatives to stakeholders.
- increase indicators of Customer service level and Customer satisfaction index.
**Hard skills:**
- high English level (B2 is a minimum). Excellent oral and written communication skills;
- experience in creating a support department.
- 3+ years of experience in gaming niche;
- proven the ability to effectively manage and train team members;
- experience with productivity KPIs for staff;
- experience in developing, reporting, and driving metrics;
- 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.
- willingness to overtime for results.
**What we offer:**
- competitive salary;
- great combination of full-time, remote-first and an atmosphere of start-up and no bureaucracy;
- your commitment and outstanding performance have a direct impact on the final product;
- join the team of bright and ambitious young specialists.

Don't delay! Send your **CV** and join **OXOIX.**