Position: Head of Customer Support / Success
Category: Support
English level: fluent
Years of experience: 7

• Hiring staff and Building a team from scratch for 24/7 coverage
• Staff recruitment and onboarding
• Staff management and development
* Hiring and onboarding staff for 24/7 coverage. Staff management and development
* Creating and documenting new procedures, gathering feedback on the processes, and applying changes to
workflow when necessary
* Dealing with prioritization of reported incidents. Reporting and escalating internal and external incidents
based on guidelines
* Setting goals for the team that are in line with the department and company goals, ensuring the required
performance targets and deadlines are met
* Schedule creation and meetings planning
* Operational management. General supervision of the shift to ensure all processes are running smoothly 
* Managing the workflow on shifts, including balancing the workload 
* Informing the clients about any issues which impact the site/products performance 
* Working with customers’ feedback, dealing with complaints, and providing appropriate compensation
*  Updating external client knowledgebase and internal documentation 
* Monitoring, assessment, and feedback on team progress and performance; providing regular feedback to the staff on meetings; setting goals for more efficient work. Gathering and analyzing Net Promoter Score data 
* Organizing presentations, workshops, and training events. Staff coaching 
* Communication with team and management on task completion, timelines, and results. Conflict resolution
Working with an established team or hiring a new one from scratch to achieve the company goals