Position: CX-Management Lead
Category: Project Manager
English level: upper
Years of experience: 3


- creation and implementation of service and professional standarts (both for online and offline service)
- creation and implementation of scripts and brand tone-of-voice 
- implementation and control of SLA
- finding out the support team demands with its further convertion to the technical documentation and escalation to IT-department 
- UX Research/interview conduction
- Project management in order to strengthen brand positions on the market and improvement of service (both offline and online)
- effective communication with departments within the company 
- negotiations and contracts signing with the external contactors 
- HR-oriented work with teams: mentorship programs, motivation programs, team buildings, one-on-one meetings, team meetings (including retrospective meetings) conduction etc. 
- implementation and control of KPI, OKR
- NPS, CSI, QSAT metrics implementation and analysis with further decision-making
- knowledgebase forming and actualization