Head of Customer Support (offline)

You will...

• Be responsible for the KPIs;
• Ensure service level agreements, customer satisfaction and efficiency metrics (AHT, Utilization, Occupancy) for your business vertical remain within goal, partnering with recruiting, workforce planning and real-time analysts to do so;
• Work cross-functionally with analytics, product, and experience teams to drive sustained CSAT, NPS and retention improvements;
• Build and lead a team of motivated individuals who are focused on customer success;
• Use Operational Insights across all lines of business (Consumer, Rider, Restaurant) to shape ideas for continuous operational improvement;
• Analyze statistics and compile an accurate report to do root cause problem solving and a good understanding of overall team performance;
• Own essential support vertical’s daily, weekly and monthly operations within large support contact center;
• Lead Customer support department across international expansion.

Requirements

• A minimum of 4 years of relevant work experience in a managing role and proven leadership skills;
• You are a leader with a strong desire and natural ability to motivate a team, set and achieve targets, and manage career growth and team performance;
• Strong customer-centric mindset;
• Project management skills with demonstrated success in meeting high standards in a high volume, fast-paced, and hands-on environment;
• Talent to manage multiple priorities simultaneously; orientated on results - while retaining all relevant information.

You are our ideal candidate if you

• You have experience in the tech, restaurant, or logistics industries (preferred);
• You translate analysis to actions quickly, to test your hypotheses to solve challenging business problems at their root level;
• You are comfortable and thrive in a fast-paced, constantly changing team-oriented environment and able to manage multiple deadlines simultaneously;
• You’re naturally curious and have a self-starter personality;
• You are results-oriented, always evaluating whether our team's activities are achieving the desired, measurable impact;
• You can quickly identify Customer support process gaps and recommend enhancements, improvements and simplification (i.e.automation) to existing processes.

About Rocket

About the company
In short, we want our customers to eat every time, as in a restaurant: at home, in the office, on a picnic — anywhere we can deliver orders. Or so that they don't have to stand in line at the supermarket checkout or carry heavy bags — our couriers have pumped biceps and stress resistance, so they will take on this task as well.

Raketa is for fun, openness and technologies: we create effective and innovative solutions that literally make life easier. And we do it with a smile, because we love the process itself, not just rejoice in the results.

Regarding the results:
for already two years Raketa operates regular flights in 25 cities of Ukraine;
a team of 200+ cosmically people;
our partners are more than 3000 cafes, restaurants, bars and shops;
and we don’t plan to stop: in 2021 we are going to fly outside Ukraine. Not to space yet, but close to it.

How did it all start? It started with an honest desire to create a great delivery service, which would be #1 in Ukraine. In March 2018 in Dnipro city we had only three couriers and delivered 83 orders from 5 restaurants. Over the next 12 months we have delivered 9,000 orders. Now — we won’t even count, because this number is growing literally every day.

Dialogue and total happiness of clients are very important for us. Our couriers do not just bring orders; they bring atmosphere and mood. And if something went wrong — we are in touch here and now, without templates, with a sincere desire to help. So everything works like a mechanism, like a rocket. For this we are loved by customers, couriers and by partners too.

We want our clients to have more time for pleasant things in their lives, rather than for endless cooking, washing dishes or building emotional endurance in queues routine. It doesn't have to be that way. Enjoy life just by having dinner with family and friends, exercising, reading, or maybe just carefree watching how fast flowers grow in its pots. Why not? Life is here and now.

Company website:
https://raketaapp.com/