Head of Customer Service | Uklon UA

Описание

How exactly you can influence the development of the Company:

advocate for consumer needs in the development and deployment of projects and strategies throughout the organization work with internal stakeholders to identify gaps in the customer experience and opportunities to improve capture, monitor, and analyze customer feedback ensure the customer experience strategy aligns with the big-picture business strategy considering trends and industry changes oversee customer service teams, 1st line support; quality control; customer researchers dedicated to improving user experience across various touchpoints measure and track the impact of initiatives on the company’s data and key performance indicators (KPIs), including overall customer sentiment and customer satisfaction metrics responsible for budget goals achievement (department budget forecast, budget optimization as % from revenue) oversee key initiatives progress and theirs influence on KPI’s achievement

To achieve the results, you will need:

2-3 years of experience similar role 3-5 years of experience in developing and implementing customer service projects in the digital sector. Previous experience in the fast moving services industries is a plus 3-5 years experience with 1st line support departments management excellent knowledge and experience with digital metric ability to work in a structured way, setting clear goals and monitoring results; strategic-minded and with strong analytical thinking and problem-solving skills to resolve complex situations and find alternative and practical solutions excellent conceptual skills: abstract, creative, critical, and logical thinking strong written and verbal communication skills, including presentations; ability to lead/coordinate meetings with multiple participants/interaction experience with Lean & Six Sigma approaches is liked to be

Challenges for six months:

the person has a comprehensive understanding of all company processes and goals. They independently coordinate the operational work of subordinate teams. They initiate the development of a plan to improve existing processes audit of existing operational processes in teams to identify areas for improvement evaluation of already developed initiatives and their contribution to key metrics such as NPS (Net Promoter Score) audit of the existing department structure and structuring of roles and responsibilities in teams development of a CX (Customer Experience) strategy approval of key CX evaluation metrics within the company implementation of a sustainable approach to customer experience research processes within the company initiating the implementation of the updated CX (Customer Experience) strategy approval of the updated customer support department structure approval and implementation of communication and interaction processes between key company departments to achieve key KPIs (NPS, CSI, etc.) subordinate teams are beginning to demonstrate consistent performance eNPS (Employee Net Promoter Score) of subordinate team

How do you manage your working hours?

You determine a convenient time for yourself; business hours, when everyone is always in touch, are from 11:00 a.m. to 04:00 p.m. You choose a convenient format by yourself (office/remotely/mixed), work from any corner of Ukraine and the world 20 days off for personal needs and 10 days off due to illness (with remuneration) day off on your birthday as a gift from the Company day off for blood donation

How will you level up your skills in Uklon?

in-house trainings, workshops, hackathons, knowledge sharing, etc.corporate trainingcorporate library and subscriptions to information resourcesattending webinars, lectures involving company speakers, etc.personal/team budget for trainingEnglish lessons

Work (War) — Life Balance

We are a socially responsible company, so we devote a lot of time to volunteering activities and regularly support team spirit outside of working hours: we take pleasure in exciting team building events, sports competitions, etc. We say no to routine and monotony, so we create the environment where you can really enjoy doing your job. We are fun to be with.

Health Care:

corporate health insurance, including for members being abroad

If you are looking for a vibrant and ambitious product company aiming at development and global expansion, if you are interested in using the latest technologies and ready to further improve your expertise, join the Uklon team.