Position: Head of CS
Company: Boosta
Category: Support
Experience required: 2y
English level: upper
Published: 2023-05-01T00:00:00+03:00

We are looking for a **Superhero:)** to our partner company!

Have you always dreamed of leading & growing fast moving operations & customer facing teams in gaming business rapidly expanding in B2C/B2B directions? 
Welcome to manage a team of 50+ agents?

**Requirements**
5+ years of experience in customer support
3+ years of experience in a management position (Head, Team Lead)
General understanding of the gaming services market
Experience with IT or complex technology products
Level of English — Upper Intermediate or higher

**Soft skills:**
- Great people skills and ability to communicate (negative) feedback
- Ability to handle conflict and high level of stress resistance
- Strong analytical and problem-solving skills
- Ability to multitask and handle tasks according to priorities
Looking forward to your response.

**Responsibilities:**
- Draft, implement, and execute policies and procedures to facilitate a quality customer service experience
- Establish performance metrics for customer service representatives
- Establish service levels and requirements for the department
- Develop and implement methods to record, assess, and analyze customer feedback; training and quality assurance programs for new hires and experienced employees
- Identify and recommend or acquire updates and expansions to technology, equipment, and policies that may improve customer service and retention
- Oversee and manage responsibilities of Customer Support Team Supervisors as listed, 1-on-1 meetings with direct reports
- Participate and assist in feedback/coaching sessions for underperforming CS agents
- Report employee behavioral issues, critical customer complaints, and other significant issues to upper level management
- Assist in monthly evaluations by providing feedback on agents performance
- Assist in the recruitment process for new hires
- Perform other related duties as assigned

We offer:
- Competitive salary and benefits 
- Fast-paced & exciting work environment within an expanding organization
- Collaborative teams where your ideas are heard & matter
- Ability to work Remotely or in one of the offices across all over Europe 


Are you the one we are searching for?  
Apply right now and we will contact you during 24Hours!