Director Support 360

Hello!

We are infocus, a Ukrainian group of companies working in 16 markets across Europe and Asia. 
We develop products for daily support and optimization of business resources in the areas of customer service, IT, and marketing.
Now we are looking for a talented Director of Support 360 to lead the customer service team and build effective interaction with our key partner — Visa.
 

• Main tasks:         
  Building a project development strategy and creating a project roadmap;
• Organization and control of the work of the customer service team (Support 360): development and implementation of service quality standards;
• Ensuring that the team meets external KPIs (response time, customer satisfaction, solving problems from the first call);
• Monitoring and analysis of key service metrics (SLA, CSAT, NPS);
• Implementation of service process improvements through automation and new technologies;
• Managing a mature support team for the region's services - CIS/SEE;
• Building an effective department structure and developing proposals for team and service improvements;
• Manage project economics, long-term planning and forecasting of the project budget.

What we offer:

• Remote work format, schedule Mon - Fri, 10:00 - 18:00;
• Cooperation with an international Visa client;
• Social package (24 calendar days of vacation and sick leave without restrictions);
• Official employment, personal development;
• Corporate provision of equipment;
• Competitive salary based on the results of the interview;
• Opportunity to build a strong team.
   

The ideal candidate has:

• At least 3 years of experience in management positions;
• Experience in customer service (support);
• C1+ level of English;
• Experience in financial management, project management, and working with CRM systems;
• Knowledge of risk management and experience in using AI in customer service will be an advantage;
• Proficiency in using Microsoft Office products at a professional level;
• Be located in Kyiv, or be able to come.

Ready to join us? 
Send your resume and we will be glad to meet you!