Offer summary

Qualifications:

Bachelor's degree in Marketing, Business Administration, or related field., Proven track record in a similar role, preferably in customer support., Strong proficiency in analytics and analytical tools for data-driven decision making., C1 English and B2 Russian language proficiency..

Key responsibilities:

Oversee team management and foster a collaborative work environment.

Develop and optimize customer support processes and strategies.

Implement and monitor strategy execution, making complex strategic decisions.

Analyze data to derive actionable insights and track performance metrics.

Job description

As a head of customer support, you will oversee a diverse range of responsibilities, including but not limited to team management, strategic planning, developing and optimization of existing processes.
The ideal candidate of us have skills of building strong customer support department, knowledge of working with USA and EU markets and deep understanding and match with company values.

We expect:

CRM system knowledge - experience in selecting, implementing, and need based adapting CRM system.
Implementation and monitoring of strategy execution - experience in delivering and control strategy from scratch.
Making strategic decisions - ability to making complex strategic decisions, including large-scale changes (such as layoffs, restructuring, etc.). Experience in decision-making with a perspective on the foreseeable future.
Team management - previous experience managing a team of more than 10 people, fostering a collaborative and high-performing work environment.
Building a customer support department - Development, implementation, and optimization of business processes
Task execution control / metrics tracking methods - ability to develop and track performance metrics for customer support department, evaluating the impact of CS efforts on overall business objectives
Reports / data analysis - ability to analyze data, derive actionable insights, and make data-driven decisions and reports.
Understanding of the audience - our main audience located in USA and EU.

Skills and qualifications:

Strong proficiency in analytics and other analytical tools to analyze data, derive actionable insights, and make data-driven decisions.
Team Leadership: Previous experience managing a team of more than 10 people, fostering a collaborative and high-performing work environment.
Department Building: Experience in building a customer support department in a small company or startup, establishing processes, and driving growth initiatives.
Bachelor's degree in Marketing, Business Administration, or related field.
C1 English and Russian B2 level proficiency
Proven track record of success in a similar role, preferably in the relevant sector
Excellent communication, leadership, and analytical skills.
Strong strategic thinking and problem-solving abilities.
Ability to thrive in a fast-paced, dynamic environment.

We offer:

Work in international company with a focus on the US market
Opportunities for professional growth and performance-based income growth
Compensation in USD
Service agreement (requires individual entrepreneurship or self-employment status)
Fully remote work format

Required profile