Head of Support (offline)

We are a product company that is developing a new approach unique to client management and the trading ecosystem. It includes more than 10 blocks — CRM, Chat, BI, Trading Engine, Education, Machine learning, Automated flows, and other blocks that will be easy to use for both, clients and managers.

Requirements:
• 2+ years of technical support team management experience;
• Strong communication and interpersonal skills with an excellent customer service attitude;
• Intermediate English level (spoken and written) must have;
• Highly motivated individual, with a positive & proactive attitude;
• Experience teaching, coaching and training team members;
• Experience in process documentation creation;
• Deep understanding of crisis management, workflows, policies, and processes.

Nice to have:
• Good experience working with Relational Databases;
• Practical experience to build Support department from scratch;
• Experience in operational excellence, and structuring an organization.

Responsibilities:

• Coach and mentor employees to ensure services and expertise are delivered in alignment with the organization’s values;
• Manage Support Department’s performance day-to-day;
• Develop, improve and document guidelines, schedules, FAQs, and guides / tutorials for internal and external use;
• Analyze, identify, and implement processes and best practices to continuously improve support quality, productivity, customer satisfaction;
• Resolve issues, misunderstanding, dependencies and critical path deliverables to gain desired outcome;
• Recruit, hire, train, and manage knowledgeable and service-oriented team to meet and exceed goals and objective;
• Give recommendations to Engineering team in regards changes to services to optimize work of Support Department;
• Oversee the work of Engineering, Support team to ensure that all jobs are completed in time and customer’s requests are satisfied;
• Assessing support statistics and preparing detailed reports on the findings;
• Ability to drive planning and reporting processes;

Company offer:
• Competitive compensation depending on experience and skills
• Long-term employment
• Pull of interesting tasks
• We are providing mentoring
• Career growth opportunities
• Compensation for sick lists and regular vacations
• English classes with native speaker
• Health insurance category A
• Corporate events, teambuildings
• Free lunches
• Comfortable office in Kyiv