Head of Freelance Support
Solar Staff
- Москва
- Контрактная работа
- Полная занятость
- Management of customer support and service quality control;
- Monitoring and influencing loyalty and satisfaction metrics of the service;
- Creating and maintaining a positive company image among clients and partners, actively participating in marketing events.
- Developing and implementing a strategy to improve customer service, analyzing implemented improvements;
- Active collaboration with the product team in terms of shaping and conveying customer requirements, enhancements, implementing changes, etc.
- Regular communication with existing customers to evaluate satisfaction with the company's products;
- Improving the quality of customer service, their satisfaction, and loyalty;
- Organizing service quality research and surveys;
- Handling complaints, resolving non-standard customer requests;
- Coordinating and monitoring the execution of customer requests, requirements, and wishes;
- Participating in the training and development of employees interacting with customers;
- Evaluating the quality of employees' work. Working on motivation programs;
- Updating and supplementing internal department documentation;
- Forming and filling the product knowledge base in the B2C domain;
- Evaluating workload.
- Being not only about numbers but also about people ❤️
- Having good knowledge and experience working with Intercom or a similar tool.
- Experience in forming/transformation and leading customer support in a B2C technological product for at least 2 years;
- Knowledge of the principles of support and quality control departments + main metrics and how to influence them;
- Knowledge of customer loyalty and satisfaction metrics;
- Service intuition, deep understanding of all nuances of high-class customer service;
- Ability to react quickly, make decisions;
- Experience in diagnosing problem areas and forming recommendations for their elimination, establishing new processes in the team and company;
- Ability to handle oneself in complex situations and build relationships with clients skillfully;
- Interest in protecting customer interests and a high level of empathy;
- Proficiency in English (C1+) and Russian (C2).
- Remote work, flexible start of the workday;
- Comfortable collaboration within the team;
- Regular salary reviews - ensuring to always remain competitive in the market;
- Competitive compensation and solid benefits package.
- Существуем с 2014 года;
- У нас 4 офиса (Москва, Нью-Йорк, Лимассол, Амстердам);
- Наша команда состоит из 120 сотрудников, и продолжаем расти;
- Наш сервис используют 2000 брендов из 90 стран;
- Топ-3 HR-tech сервис в России по версии SmartRanking;
- Победитель премии FinTech Awards в номинации B2B-сервисы.
HeadHunter