Position: Head of Customer Support
Company: Raketa
Category: Support
Experience required: 3y
English level: fluent
Published: 2020-11-01T00:00:00+02:00

You will...

• Be responsible for the KPIs;
• Ensure service level agreements, customer satisfaction and efficiency metrics (AHT, Utilization, Occupancy) for your business vertical remain within goal, partnering with recruiting, workforce planning and real-time analysts to do so;
• Work cross-functionally with analytics, product, and experience teams to drive sustained CSAT, NPS and retention improvements;
• Build and lead a team of motivated individuals who are focused on customer success;
• Use Operational Insights across all lines of business (Consumer, Rider, Restaurant) to shape ideas for continuous operational improvement;
• Analyze statistics and compile an accurate report to do root cause problem solving and a good understanding of overall team performance;
• Own essential support vertical’s daily, weekly and monthly operations within large support contact center; 
• Lead Customer support department across international expansion.

Requirements

• A minimum of 4 years of relevant work experience in a managing role and proven leadership skills;
• You are a leader with a strong desire and natural ability to motivate a team, set and achieve targets, and manage career growth and team performance;
• Strong customer-centric mindset;
• Project management skills with demonstrated success in meeting high standards in a high volume, fast-paced, and hands-on environment;
• Talent to manage multiple priorities simultaneously; orientated on results - while retaining all relevant information.

You are our ideal candidate if you

• You have experience in the tech, restaurant, or logistics industries (preferred);
• You translate analysis to actions quickly, to test your hypotheses to solve challenging business problems at their root level;
• You are comfortable and thrive in a fast-paced, constantly changing team-oriented environment and able to manage multiple deadlines simultaneously;
• You’re naturally curious and have a self-starter personality;
• You are results-oriented, always evaluating whether our team's activities are achieving the desired, measurable impact;
• You can quickly identify Customer support process gaps and recommend enhancements, improvements and simplification (i.e.automation) to existing processes.