на дому
з/п не указана
2 год назад
Looking for an organized and experienced Head of Customer Support with excellent communication and soft skills who will manage the current customer support team in the Philippines and Indonesia, implement technical infrastructure for customer support, hire and grow a team of existing employees.
Обязанности
- Managing current customer support team in the Philippines and Indonesia;
- Setting up scalable operations for home assignments check up: Operate under 24h SLA; Efficient distribution of homeworks among mentors; Quality control for mentors’ feedback; Regular feedback from students to mentors;
- Setting up scalable operations for answering student questions in Discord: Operate under SLA; Efficient distribution of questions among mentors; Stick to our tone of voice; Building FAQs; Quality control for mentors’ answers; Regular feedback from students to mentors;
- Implement technical infrastructure for customer support;
- Set up analytics for customer support;
- Hiring and managing team of customer support managers;
- Hire and grow from existing employees teamleads;
- Set up scalable onboarding process and certification for newbies;
- Planning of customer support department resources and budget according to Refocus finance model.
Требования
- 4+ years of experience as a head of customer support (ideally in an edtech company);
- High excellence in operations (incl. building user-friendly processes and guidelines);
- Experience of managing 30+ direct employees;
- Proved track record of building scalable team/department in the company;
- Excellent communication and soft skills;
- Experience of working in startup/fast-growing tech company;
- English C1+.
Условия
- Unique opportunity to be part of the team which is building a unicorn company in edtech in Asia;
- Full-remote or hybrid work in offices;
- Fair compensation for your work;
- Free access to all of our products.
