Head Of Customer Support

TL;DR

Head of Customer Support: Managing and developing customer support team and processes for an international marketplace with an accent on improving key support metrics and implementing AI solutions. Focus on leading projects, coordinating with product and marketing, and ensuring team effectiveness.

Location: Remote

Компания

EMEX is a company with a long and interesting history, one of the first marketplaces in the Russian market, now an international holding.

Что делать

• Process complex requests.
• Hire, fire, adapt and develop employees, create and adjust training programs.
• Develop sustainable processes and a quarterly roadmap, implementing AI solutions.
• Analyze metrics (CSAT, FRT, TTR), improve internal team processes, and implement automation.
• Provide regular reports on team performance, weekly QS calculations, and feedback analysis from VOC appeals.

Требования

• Experience managing a support department for 2+ years.
• Understanding of helpdesk systems.
• Systematic approach, attention to detail, responsibility, and readiness to work in a dynamic environment.
• Experience implementing AI tools.
• English B2 or higher.

Культура и преимущества

• Real opportunity to influence key business indicators and see the results of your work.
• Career prospects in a growing company and participation in international projects (Russia, UAE, and other countries).
• Full DMS package with dentistry.
• Remote work format.
• Work in a team of enthusiastic professionals focused on common success.