Position: Head of Customer Support
Company: OpenWare Center
Category: Support
Experience required: 5y
English level: upper
Published: 2021-10-01T00:00:00+03:00

Essential requirements: 

- Minimum 5 years total working in a Customer Support team, specifically in a B2B SaaS company
- Minimum 3 years of experience managing a Customer Support team
- Ideally, has both experience in overtaking existing team with established processes, and building team and processes from scratch
 -Experience with a variety of support tools and technologies (such as CRM, Telephony, Chat, Dashboards, Bots, etc.)
- Excellent verbal and written communication in English; skilled with communication at all levels across different cultures and can communicate complex topics with simple language
- Psychologically resilient and customer minded
- Loves playing with numbers and telling stories out of them


Main responsibilities: 

- Responsible for all aspects of  Customer Support team operation.
- Develop and maintains metrics, reports, and procedures to ensure a seamless customer experience
- Provides visibility of the daily, weekly, and monthly performance of the team and SLA Compliance
- Drive improvements in efficiency, quality, response times, and satisfaction across the team
- Build and mentor a high performing customer-focused L1 Support specialists



What we offer: 

- Health Insurance;
- Professional Trainings;
- Corporate Events;
- Completely Remote;
- Online Yoga;
- Online Master-classes.