Position: Head of Customer Support
Company: Surprise.com
Category: Support
Experience required: 5y
English level: fluent
Published: 2022-12-01T00:00:00+02:00

With the constant development of both live games and prototypes, game programmers have a ton of responsibilities here, and we’re looking for the best of the best – the type of engineers we could build entire teams around.

**What will you be doing?** 

- Providing direction, leadership and effective communication to all customer support agents to ensure successful training and team development;
- Effectively and professionally handling customer service situations;
- Creating processes that optimize follow-up with customer experience and ensure satisfaction;
- Serving as an internal customer advocate and assisting in developing customer engagement strategies;
- Continuously monitoring customer support by implementing performance measurement systems;
- Experience with handling production issues would be a big plus;
- Being an expert on all Surprise products and services to provide the most efficient and effective customer service possible.

**What are we looking for?**

- Advanced written and verbal English (C1+)
- 5+ years of experience building and managing customer support team(s);
- At least 2 years of experience in customer support for a gaming product;
- Ability to track success and analytics, gauge effectiveness of correspondence, and manage relationships;
- Strong verbal and written communication skills;
- Self-starter, results oriented, and track record of success in a fast-paced work environment.
- Ability to handle stressful situations. 

**Benefits**

- Work on interesting and challenging projects, while building a pioneering software category;
- Great atmosphere, with the vibe and energy of a high-growth tech company;
- Competitive salaries;
- Close collaboration between UA and US team members;
- Ultramodern office in the heart of Lviv (Magnus);
- English classes and an immersive English-speaking work environment (we have a lot of native speakers at the office);
- Corporate activities and parties;
- Lunches, snacks, coffee and tea;
- Dedicated wellness area in the office;
- 20 working days of paid vacation and Public Holidays of Ukraine;
- 15 days of paid sick leave;
- Medical Insurance;
- Corporate Taxi (from/to office; up to amount);
- Parking option;
And, of course, we use Surprise internally!