Head of Customer Support

We are hiring a Head of Customer Support for a product IT company

Responsibilities

1. Build & Scale a Support Team

• Establish support structure with a long-term vision for team expansion.
• Recruit, train, and manage future support agents.

1. Client Communication & Support Operations

• Act as the primary point of contact for escalated client issues.
• Define and monitor KPI’s and metrics
• Collect and report on customer feedback to improve service/product quality.

1. Ticketing System Management (ZenDesk)

• Configure ZenDesk to manage customer inquiries efficiently.
• Define workflows, and reporting.

1. Self-Service Support & AI chatbot

• Create and maintain a Help Center knowledge base.
• Create necessary and accurate documentation.
• Ensure clients are in all communication/help channels
• Help improve chatbot based on client interactions and feedback.

Obligatory:
● 4+ years of experience in customer support, catering to retail clients within financial services sphere (B2C)
● Experience in ticketing systems (preferably ZenDesk)
● Experience with AI Chatbots and creating Help Center Documentation
● Strong communication skills
● Excellent organizational and leadership skills.
● Fluency in English

Preferably:
Any additional languages will be considered a huge plus

Contact for more details: ka.rakulenka@gmail.com