Head of customer support

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.
  
  

• 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 marketing 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.
  
  

• 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