Position: Head of Support (B2B)
Company: BlaBlaCar
Category: Support
Experience required: 5y
English level: upper
Published: 2022-01-01T00:00:00+02:00

**Your mission:**

We are looking for the Head of Bus Marketplace B2B Technical Support Team. This is a level 2 support layer, between level 1 - customer relations team and level 3 - software engineering team. Bus Marketplace B2B stands for the main technology to support and operate on production is BlaBlaCar Global Distribution System for online bus ticket sales.

You will join a team that develops the core infrastructure and digital tools to serve and connect professional bus carriers across the world and enable them to sell tickets on our platform. 

The technology we develop today will be scaled across markets across the world and will take us one step closer to becoming the #1 online bus tickets marketplace.

**On Tech Support Level 2, our Tech Stack contains:**

- infrastructure and analytic tools to monitor production services performance
- access to databases and logs of online bus ticket sales
- back office system of BlaBlaCar bus tickets GDS

**Requirements:**

- 5+ years of experience in managing technical teams or L2 support units or equivalent
- Experience in managing production operations of running live software products
- Understanding of software development life cycle
- Understanding and practical experience with server monitoring and analytic tools like prometheus and tableau
- Perfect knowledge of industry best practices in the area of SLO/SLA and - Customer Satisfaction metrics for service teams
- Strong communication skills, ability to explain complex concepts to wide groups of people
- Strong maturity in business process to be able prioritise and group related business issues 
- Proficient in English and Ukrainian or Russian 

**Your tasks:**

- Lead existing team of B2B Technical Support engineers, located in Kyiv, Ukraine
- Become ultimate leader, manager and driver of Technical Support team in direction of reformation and achieving maximum customer satisfaction level. - High level scope for the reformation initiative covers: organization, tools, processes and metrics improvement.
- Scale up Tech Support team from a local team in UA to the global team covering RU and BR territories in 2022
- Report to Chief of Staff for Bus Marketplace B2B
- Interacting with a wide group of stakeholders from Product Management, Tech, Business, Customer Relationship departments. 

**What's in for you:**

- Top of the market employment terms and conditions incl. meals and transportation allowance
- 100% coverage for health care insurance
- 50% coverage for spouse and children health care insurance
- 100% salary reimbursement for maternity leave
- 100% salary reimbursement for 1 month paternity leave
- Choice between the latest Mac or PC equipment
- Possibility to work full remote anywhere in Ukraine (even after the Covid crisis)
- Learning opportunities through trainings, Free English courses, Conferences
- Be part of an international engineering team with 260+ talents

**Our hiring process for this position consists of the following steps:**

- Non-technical and culture fit call with Kateryna Talent Acquisition Manager - 45 min
- Meeting with future colleagues Product team (Andrii Radich or Oksana Nalyvaiko) - 45 min
- Business case 
- Meeting your future colleagues from Tech team
- Meeting your future collegues from BlaBlaCar - Business and CRT team
- Final meeting with Igor Ivashchenko, our VP of Engineering ProMarketplace - up to 45 min