Head of Customer Support
Ultiself
- Формат:
- повний remote
- Рівень:
- lead
- Джерело:
- jobs.dou.ua
Що робити
- Lead, coach and grow a remote, multinational support team: hiring, onboarding, scheduling, performance reviews and career development.
- Own support strategy and operations across all channels (email, in-app chat, app store replies) for Ultiself and Soob.
- Set and own support KPIs — first response time, resolution time, CSAT, ticket volume per user, refund and chargeback rates — and report on them to leadership.
- Build and continuously improve processes: SLAs, escalation paths, macros, QA scoring, knowledge base and internal documentation.
- Own subscription-related cases: cancellations, refunds, billing disputes and chargeback prevention, in close cooperation with Finance and payment providers.
Що очікуємо
- 5+ years in customer support, including 3+ years leading a support team (Head of Support, Support Manager or Team Lead of a team of 8+ people).
- Experience in B2C digital products with a subscription model — mobile apps, SaaS or e-commerce subscriptions.
- Deep knowledge of support metrics and proven results in improving them (share numbers: CSAT, FRT, refund rate, etc.).
- Experience building support processes and documentation from scratch and scaling them.
- Hands-on experience with support platforms (Zendesk, Front, Intercom or similar) and automation.
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