Head of Customer Support
- Рівень:
- lead
- Джерело:
- djinni.co
Що робити
- Define and execute the customer support strategy in line with the company’s growth and product goals.
- Keep the required product reviews rating.
- Lead, develop, and support the customer service team.
- Establish service standards, performance expectations, escalation procedures, and quality-control processes.
- Continuously improve support workflows, internal procedures, and customer-facing resources, including knowledge base.
Що очікуємо
- Previous experience leading a customer support team.
- 5+ years of experience in Customer Support, Customer Experience, or Support Operations.
- Hiring experience.
- Deep experience in Zendesk. Strong understanding of ticketing systems, support workflows, knowledge bases, and customer communication channels.
- Experience in AI automations in Customer Support.
Що пропонуємо
- Experience supporting hardware, IoT, consumer electronics, SaaS, or another technically complex product.
- Experience with EV charging or automotive products.
- Familiarity with AI-powered customer support, automation platforms, APIs, or system integrations.
- Experience supporting customers in the US and Canadian markets.
- Experience in e-commerce or direct-to-consumer businesses.
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