WOW 24-7

WOW24-7 is looking for a skilled Onboarding Manager to guide new clients through a smooth and successful transition to our customer support CRM systems. If you're experienced with tools like Zendesk, Gorgias, or Freshdesk, and enjoy helping others succeed  - we would love to hear from you.

Responsibilities:

• Lead the onboarding process for new clients, ensuring successful CRM implementation and configuration.
• Collaborate with clients to understand their business needs and customize CRM setups accordingly.
• Configure and set up customer support CRMs (e.g., Zendesk, Gorgias, Freshdesk) based on client requirements and industry best practices.
• Train clients on CRM features, workflows, and capabilities.
• Act as the main point of contact between clients and technical teams to ensure proper setup and quick issue resolution.
• Monitor onboarding milestones and ensure projects stay on track.
• Work closely with Sales, Customer Success, and Technical teams to ensure seamless handoffs.
• Collect and document client feedback to continuously improve onboarding processes.

• Troubleshoot and resolve CRM-related issues, escalating when needed.

   

Requirements:

• 1–3 years of experience working with customer support CRM systems.
• Hands-on experience with tools like Zendesk, Gorgias, Freshdesk, or similar.
• Strong knowledge of CRM setup, configuration, and integration.
• Excellent communication skills — able to explain technical concepts to non-technical stakeholders.
• Ability to manage multiple onboarding projects and prioritize effectively.
• Familiarity with customer support workflows and best practices.
• Problem-solving mindset with a proactive approach to resolving issues.
• Experience delivering training or onboarding sessions to clients.
• Strong organizational and project management skills.
• Self-driven, team-oriented, and adaptable.
• English level: Advanced (C1)

What We Offer

• 18 business days of paid time off per year.
• 8 public holidays & 15 sick leave days for your well-being.
• Opportunities to contribute to business strategies and mentor professionals.
• A diverse, international team with a dynamic work environment.
• Access to a Speaking Club with a native English speaker to enhance your language skills.

Position Details:

• Type: Full-time
• Location: Remote
• Schedule: Monday–Friday, 10:00–18:00 (EET or flexible within similar time zones)
• Probation period: 3 months

We are looking for a highly motivated Service Delivery Manager (SDM) to oversee and optimize our Customer Support operations. As an SDM, you will be responsible for ensuring service excellence, meeting Service Level Agreements (SLAs), and aligning operational strategies with business objectives. This role is perfect for a proactive leader with a strong background in team management, service performance optimization, and client engagement.

Key Responsibilities:

1. Leadership & Team Management

• Lead and develop the service delivery team, including hiring, training, and performance management.
• Foster a positive and motivating work environment while ensuring a high-performance culture.
• Conduct regular 1:1 meetings with team leads to align on goals and address challenges.
• Identify and scale best practices across teams.
• Develop and oversee Individual Development Plans (IDPs) to support professional growth.
• Address team concerns, resolve conflicts, and facilitate open communication.

2. Service Performance & Quality Management

• Ensure SLAs are consistently met or exceeded across all projects.
• Analyze service metrics to identify trends and areas for improvement.
• Implement process improvements to enhance efficiency and customer satisfaction.
• Oversee service quality control, implementing corrective actions where needed.
• Ensure teams adhere to ISO 9001/27001 standards and industry best practices.

3. Client Management & Reporting

• Serve as the primary point of contact for client service discussions.
• Conduct weekly/monthly client meetings to review performance, challenges, and areas for improvement.
• Align service strategies with business goals and client needs.
• Provide detailed performance reports to the Head of Delivery.
• Contribute to project estimation and service readiness for new clients.
• Oversee cost allocation activities, including data analysis and optimization suggestions.

4. Financial & Budget Management

• Manage monthly compensation & benefits calculations.
• Plan and oversee the annual service delivery budget.
• Optimize profitability and cost efficiency, ensuring effective resource allocation.
• Develop pricing strategies for overtime, backup agents, and additional services.

5. Collaboration & Continuous Improvement

• Work closely with Recruitment, Onboarding, QA, HR, Finance, Sales, IT, and Customer Success teams to enhance service operations.
• Drive cross-functional initiatives to improve customer experience and efficiency.
• Lead automation and technology adoption efforts (e.g., AI, self-service, CRM enhancements).

6. Employee Retention & Engagement

• Continuously improve employee retention rates.
• Identify and mitigate attrition risks with proactive retention strategies.

• Implement mentorship programs and internal promotions to foster long-term career growth.

   

Requirements

Hard Skills

• Proven expertise in team management, process optimization, and KPI improvement (CSAT, AHT, resolution rate, etc.).
• Experience in workforce planning, resource allocation, and efficiency enhancement.
• Hands-on experience with customer service tools & CRMs (Zendesk, Freshdesk, Salesforce, etc.).
• Financial & budget management skills, with a strong focus on profitability control.
• 3+ years in Customer Support or Service Operations, ideally in a BPO or outsourcing environment.
• 2+ years in a leadership role (Team Lead, Operations Manager, Senior Account Manager, etc.).
• Advanced proficiency in Excel/Google Sheets (data processing, reporting, charts, etc.).
• Experience managing remote teams across different time zones.

• Advanced English (written and spoken).

   

Soft Skills

• Strong empathy, customer care, and emotional intelligence.
• Excellent communication & negotiation skills for client and executive interactions.

• Analytical & problem-solving mindset, with a data-driven approach to decision-making.

   

Nice to Have

• Experience working with BI tools (Tableau, Power BI).
• Knowledge of ISO 9001/27001 standards.
• Understanding of Project Estimation & Risk Mitigation best practices.

What We Offer

• 18 business days of paid time off per year.
• 8 public holidays & 15 sick leave days for your well-being.
• Opportunities to contribute to business strategies and mentor professionals.
• A diverse, international team with a dynamic work environment.

• Access to a Speaking Club with a native English speaker to enhance your language skills.

   

If you are passionate about service excellence, team leadership, and customer satisfaction, we would love to hear from you.

We are looking for a highly motivated Service Delivery Manager (SDM) to oversee and optimize our Customer Support operations. As an SDM, you will be responsible for ensuring service excellence, meeting Service Level Agreements (SLAs), and aligning operational strategies with business objectives. This role is perfect for a proactive leader with a strong background in team management, service performance optimization, and client engagement.

Key Responsibilities:

1. Leadership & Team Management

• Lead and develop the service delivery team, including hiring, training, and performance management.
• Foster a positive and motivating work environment while ensuring a high-performance culture.
• Conduct regular 1:1 meetings with team leads to align on goals and address challenges.
• Identify and scale best practices across teams.
• Develop and oversee Individual Development Plans (IDPs) to support professional growth.
• Address team concerns, resolve conflicts, and facilitate open communication.

2. Service Performance & Quality Management

• Ensure SLAs are consistently met or exceeded across all projects.
• Analyze service metrics to identify trends and areas for improvement.
• Implement process improvements to enhance efficiency and customer satisfaction.
• Oversee service quality control, implementing corrective actions where needed.
• Ensure teams adhere to ISO 9001/27001 standards and industry best practices.

3. Client Management & Reporting

• Serve as the primary point of contact for client service discussions.
• Conduct weekly/monthly client meetings to review performance, challenges, and areas for improvement.
• Align service strategies with business goals and client needs.
• Provide detailed performance reports to the Head of Delivery.
• Contribute to project estimation and service readiness for new clients.
• Oversee cost allocation activities, including data analysis and optimization suggestions.

4. Financial & Budget Management

• Manage monthly compensation & benefits calculations.
• Plan and oversee the annual service delivery budget.
• Optimize profitability and cost efficiency, ensuring effective resource allocation.
• Develop pricing strategies for overtime, backup agents, and additional services.

5. Collaboration & Continuous Improvement

• Work closely with Recruitment, Onboarding, QA, HR, Finance, Sales, IT, and Customer Success teams to enhance service operations.
• Drive cross-functional initiatives to improve customer experience and efficiency.
• Lead automation and technology adoption efforts (e.g., AI, self-service, CRM enhancements).

6. Employee Retention & Engagement

• Continuously improve employee retention rates.
• Identify and mitigate attrition risks with proactive retention strategies.

• Implement mentorship programs and internal promotions to foster long-term career growth.

   

Requirements:

Hard Skills

• Proven expertise in team management, process optimization, and KPI improvement (CSAT, AHT, resolution rate, etc.).
• Experience in workforce planning, resource allocation, and efficiency enhancement.
• Hands-on experience with customer service tools & CRMs (Zendesk, Freshdesk, Salesforce, etc.).
• Financial & budget management skills, with a strong focus on profitability control.
• 3+ years in Customer Support or Service Operations, ideally in a BPO or outsourcing environment.
• 2+ years in a leadership role (Team Lead, Operations Manager, Senior Account Manager, etc.).
• Advanced proficiency in Excel/Google Sheets (data processing, reporting, charts, etc.).
• Experience managing remote teams across different time zones.

• Advanced English (written and spoken).

   

Soft Skills:

• Strong empathy, customer care, and emotional intelligence.
• Excellent communication & negotiation skills for client and executive interactions.

• Analytical & problem-solving mindset, with a data-driven approach to decision-making.

   

Nice to Have:

• Experience working with BI tools (Tableau, Power BI).
• Knowledge of ISO 9001/27001 standards.
• Understanding of Project Estimation & Risk Mitigation best practices.

What We Offer

• 18 business days of paid time off per year.
• 8 public holidays & 15 sick leave days for your well-being.
• Opportunities to contribute to business strategies and mentor professionals.
• A diverse, international team with a dynamic work environment.
• Access to a Speaking Club with a native English speaker to enhance your language skills.

Act as the primary point of contact for WOW24-7 clients, ensuring the successful delivery of outsourced support services. CSM role is focused on building strong, long-term relationships with WOW24-7 partners, understanding their needs, and driving performance through data insights, team collaboration, and proactive problem-solving.
 

Requirements:

✔️ 1+ year of experience in Team Lead, Account Management, and Customer Success roles;
✔️ Strong communication and interpersonal skills;
✔️ Analytical mindset with the ability to interpret data and derive actionable insights;
✔️ Detail-oriented, organized, and able to manage multiple projects simultaneously;
✔️ Problem-solving and decision-making abilities;
✔️ Comfortable in a fast-paced, client-facing environment;
✔️ Fluent in English, strong written and verbal communication.
 

Responsibilities:

➖ Serve as the voice of the customer internally, advocating for their needs and ensuring their goals are met;
➖ Track support metrics and lead customer experience (CX) projects to improve key KPIs;
➖ Coordinate with internal departments to maintain high performance and client satisfaction;
➖ Conduct regular business reviews, performance check-ins, and strategic planning sessions with clients;
➖ Analyze support metrics to identify trends, areas for improvement, and opportunities for optimization;
➖ Participate in the onboarding of new clients, ensuring seamless service transitions and knowledge transfer;
➖ Proactively manage risk and resolve escalations in a timely and professional manner.
 

Would be a plus:

✔️ Knowledge of customer support platforms (Zendesk, Intercom, Gorgias, etc.);
✔️ Experience in BPO operations.
 

Work conditions:

➖ Remote work;
➖ Schedule: Monday-Friday 10:00-18:00;
➖ Probation Period: 3 months.

Hiring Process:

• HR interview;
• Interview with the hiring manager;
• Test Task;
• English check.

We are looking for a highly motivated individual to join our European Sales team as an Account Executive (BPO) — 100% Remote or Hybrid.

Important Note: We will only consider candidates with experience selling customer care, contact center, and CX outsourcing services, or with previous experience managing a Contact Center.
 

Skills & Requirements:

• 5+ years of direct work experience in selling BPO services (Customer Support specifically), focus on the EU & UK market;
• Strong network of CX and Contact Center Leaders;
• Ability to generate the sales pipeline;
• Strong knowledge of sales processes, methods, best practices, and techniques;
• Extensive experience in building prospective relationships with potential clients;
• Strong problem-identification, and objection-handling skills;
• Great active listening skills;
• Confident and professional approach at work;
• Exceptional verbal communication and presentation skills;
• Self-motivated, with a high level of integrity and work ethic.
• English C1.
   

Responsibilities:

• Service to sell: Customer Support Outsourcing Services (monthly subscription starting from $1,250/month and going up to $300,000/month)
• Outbound & Inbound sales calls
• Create Sales Opportunities and turn them into Closed Won deals
• Working with SDR and Marketing Department to effectively convert inbound & outbound leads into clients
• Conducting presentation calls for leads (online)
• Negotiating contractual terms with prospects
• Deep understanding of the company’s services and finding a sustainable solution for each potential client
• Work in Hubspot CRM, keep track of the progress
• Monitor competitors and market trends.
   

We offer:

• Remote or Office Work (Location: Sofia, Lviv, Kyiv);
• Competitive salary & performance-based sales commissions (OTE: $100K+);
• Friendly & healthy company culture;
• Stable environment and career development opportunities;
• Paid 18 working days of vacation.

About the Role:

Are you passionate about building long-lasting relationships with clients and ensuring their success? At WOW24-7, we're looking for a Customer Success Manager to be the primary point of contact for our clients, helping them navigate and maximize the value of our outsourced support services. This is an exciting opportunity for someone with a background in Account Management, Team Leadership, or Customer Success to make a real impact!

Key Responsibilities:

🌟 Serve as the voice of the customer, advocating for their needs and aligning with their goals.

📊 Analyze data and support metrics to drive improvements in customer experience (CX) and key performance indicators (KPIs).

🤝 Lead customer experience projects that enhance satisfaction and results.

📅 Conduct regular business reviews and strategic planning sessions with clients.

🔍 Identify trends, areas for improvement, and optimization opportunities through data analysis.

🎯 Support the onboarding of new clients, ensuring smooth transitions and knowledge sharing.

⚡ Proactively manage risks and resolve escalations with professionalism and care.

What We’re Looking For:

✅ 1+ years in Team Lead, Account Management, or Customer Success roles.

✅ Excellent communication and interpersonal skills.

✅ Analytical thinker with the ability to turn data into actionable insights.

✅ Detail-oriented, organized, and capable of managing multiple projects at once.

✅ Strong problem-solving and decision-making abilities.

✅ Comfortable in a fast-paced, client-facing environment.

✅ Fluent in English (both written and spoken).

✅ Experience with customer support platforms like Zendesk, Intercom, or Gorgias.

✅ Previous experience in BPO operations is a plus!

What We Offer:

💼 18 business days of paid time off per year.

🎉 8 public holidays and 15 sick leave days for your well-being.

🚀 Opportunities to contribute to business strategies and mentor others.

🌎 A diverse, international team with a dynamic, supportive environment.

🗣️ Access to a Speaking Club with a native English speaker to enhance your language skills.

🕒 Flexible working hours: 10:00 AM – 6:00 PM (UA time).

Ready to join our team? Apply now and be part of a company that’s shaping the future of customer support! 🚀