Head of User Support
- Рівень:
- lead
- Джерело:
- djinni.co
Що робити
- Lead and manage the User Support team and processes.
- Own support KPIs, SLAs, quality, and operational performance.
- Oversee customer inquiries related to accounts, subscriptions, payments, and content access.
- Manage support through Zendesk, App Store, and Google Play.
- Establish escalation processes and work closely with Product and R&D teams.
Що очікуємо
- 4+ years in Customer Support, Customer Success, or Support Operations.
- 2+ years in a leadership or management role.
- Experience managing or scaling a support function.
- English C1/C2, excellent written communication.
- Strong experience with Zendesk, Intercom, or similar tools.
Що пропонуємо
- Experience in streaming, entertainment, mobile apps, SaaS, or gaming.
- Experience with subscription-based products.
- Knowledge of Apple App Store and Google Play ecosystems.
- Experience with AI-powered support automation.
- Experience with Braze, Mixpanel, or similar tools.
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