Head of Customer Support
- Рівень:
- lead
- Джерело:
- djinni.co
Що робити
- Lead, develop, and scale the Customer Support organization, including Team Leads and middle managers.
- Define and execute the department's strategy aligned with business objectives.
- Drive operational excellence across all customer support processes and service channels.
- Monitor, analyze, and improve key Support KPIs, including CSAT, QA, AHT, FRT, SLA, and operational efficiency.
- Build a strong leadership culture through coaching, mentoring, succession planning, and performance management.
Що очікуємо
- Minimum 2–3 years of leadership experience in Customer Support or Customer Success.
- Experience in Gambling industry.
- Exceptional ownership, with the ability to simultaneously lead 15–20 projects
- Experience managing Team Leads or middle managers, not only individual contributors.
- Strong understanding of Customer Support operations, including KPIs (CSAT, QA, AHT, FRT, SLA, etc.).
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