Position: Head of Customer Support
Company: PDFfiller
Category: Support
Experience required: 2y
English level: fluent
Published: 2020-04-01T00:00:00+03:00

** Requirements:**
— Experience managing 24×7 product support (tickets/chats/calls);
— Fluent in English;
— Has managed a support team of 20+ people;
— Has implemented support KPIs in the past;
— Understanding of consumer business support including chargebacks and consumer ratings;
— Understanding of technical support in a product company;
— Experience with commercial ticketing systems;
— Proactive, analytical and innovative;
— Naturally empathetic with strong conflict resolution and negotiation skills;
— Technical background is a plus;
— Enjoys working in a dynamic fast-paced environment;
— Flexibility in work hours to accomodate US market.

**We offer:**
— The members of our team get monthly bonuses and options contracts (each of us has a share in PDFfiller, so that company growth is a capitalization growth of one’s interest);
— All of PDFfiller’s employees have access to the company’s financial reports regardless of their role in the team. When the company goes public, the employees get their one-off payments according to their options contracts;
— Regular sports activities in the office with professional coaches: yoga, stretching (3 times a week) and boxing (2 times a week).
Tango. Volleyball and soccer;
— Paid upgrade career courses, conferences for professionals and English classes are common practice at PDFfiller;
— Medical insurance for you and your family;
— Paid lunches delivered to the office and a lot of healthy snacks;
— Staff massage therapist;
— We’ve organized PHP, JS and QA Automation schools based in our office where the trainers are our employees. Anyone may try their hand at one of the schools and attend the course.

**Responsibilities:**
— Manage a support team to deliver excellent customer service while improving the internal operation and customer experience;
— Ensure adherence to support SLA (tickets, chats, calls);
— Measure team and individual performance based on KPIs;
— Escalation point for customer issues;
— Recruit, train, manage, and coach support personnel;
— Create support runbooks and troubleshooting guides;
— Drive support improvements and customer success.