We’re looking for a dynamic, results-driven leader to build, scale, and inspire our customer support function across multiple markets and languages. If you know how to turn every customer interaction into a moment of trust and satisfaction — this role is for you.
What You’ll Be Doing
Lead operations: Design, develop, and scale customer support processes to ensure efficiency and excellence across regions.
Manage the team: Hire, onboard, set clear goals, and drive performance in a high-energy environment.
Deliver results: Monitor workloads, maintain SLA compliance, and keep all channels running smoothly — chat, email, phone, and social media.
Ensure quality: Implement a robust QA program, review interactions, and coach team members to continually raise the bar.
Train & empower: Create scripts, templates, and internal knowledge bases to set the team up for success.
Solve critical cases: Personally handle escalated or complex issues, collaborating with Product, Logistics, IT, Marketing, and Sales.
Innovate tools & processes: Drive CRM/helpdesk system implementation, chatbots, automation, and workload optimization.
What We’re Looking For
2–3+ years of experience managing customer support teams.
Solid understanding of key service KPIs and performance management.
Hands-on experience with CRM/helpdesk systems and analytics tools (Excel, Google Sheets).
Strong problem-solving, systems thinking, and customer-centric mindset.
Proven hiring, onboarding, and team development skills.
English level B1–B2 or higher (international experience is a plus).
What Will Set You Apart
Proven track record of building support functions from scratch or scaling them rapidly.
Knowledge of customer experience strategies and engagement best practices.
Experience in e-commerce, subscription-based services, or international projects.
Why Join Us
You’ll have the autonomy to design world-class support processes, lead talented teams, and see your ideas come to life. This is a high-impact role where your leadership directly shapes customer satisfaction and brand loyalty.
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