ManyChat
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Head of Customer Support
Remote
ManyChat is a platform that helps businesses all over the world to interact with their users. We're creating the tool that enables a business to bypass slow and ineffective channels of communication, and interact with millions of clients in real time.

ManyChat offers an exciting opportunity to join our established Customer Support team as the Head of Customer Success. This role suits someone who is currently managing a large Customer Support team or someone who has experience in a senior Support Operations position who is looking for the next step in their career.

Role
As the Head of Customer Support, you will be responsible for the direct management of our Support Operations team and our Manager of Customer Support. This is a newly established role which focuses heavily on our departmental objectives of increasing customer experience and improving efficiencies through exceptional processes and procedures.
Reporting directly to the Director of Customer Success & Support you will be responsible for the creation and implementation of new processes which will be measured through our overall support teams metrics, for example, response time SLA, resolution time SLA, number of touch points per ticket and other metrics that are deemed appropriate.
We are looking for someone who is a great people leader and can lead their small but mighty team of 4 direct reports effectively whilst focusing on their growth and development.
The successful candidate will also form strong relationships with our product and analytics teams to understand what is being built and assess the impact this will have on both our customers and the support team.

Roles and Responsibilities
  • Actively manage, drive and deliver improvements to the Customer Support processes.
  • Be accountable for everything Support operations related.
  • Relentless focus on the development and growth of operational staff.
  • Work closely with the Director of Customer Success & Support to discuss and agree best strategy and how to work in the best ways.
  • Form strong relationships with Product and Analytics teams.
  • Be a point of contact for colleagues in other business areas to share knowledge about what is happening in Support.
  • Own objectives and key results focused around the implementation of new processes/ policies.

Required Skills and Experience
  • 3+ years experience managing people within a Support environment.
  • 5+ years experience in Customer Support.
  • Experience in leading a global 24/7 Support desk.
  • Fluent in both English and Russian, written and verbal.
  • Strong process/project management skills with the ability to think strategically and implement tactically.
  • Experience in a large volume Support environment.

What we offer?
  • Opportunity to drive and grow own team.
  • Develop skills and be supported in the growth as Customer Support Leader.
  • Be heavily involved in the decision-making regarding the business's Customer Support Strategy.
  • Be surrounded by people who are passionate and get things done.
Benefits
  • Competitive salary.
  • MacBook Pro is provided.
  • Voluntary medical insurance.
  • Fitness discounts.
  • Corporate English courses (Skyeng and ITalki).
  • Remote work. You can work from any part of the world.
  • Team building events and more.

Head of Customer Support

ManyChat is a platform that helps businesses all over the world to interact with their users. We're creating the tool that enables a business to bypass slow and ineffective channels of communication, and interact with millions of clients in real time.

ManyChat offers an exciting opportunity to join our established Customer Support team as the Head of Customer Success. This role suits someone who is currently managing a large Customer Support team or someone who has experience in a senior Support Operations position who is looking for the next step in their career.

The Role
As the Head of Customer Support, you will be responsible for the direct management of our Support Operations team and our Manager of Customer Support. This is a newly established role which focuses heavily on our departmental objectives of increasing customer experience and improving efficiencies through exceptional processes and procedures.

Reporting directly to the Director of Customer Success & Support you will be responsible for the creation and implementation of new processes which will be measured through our overall support teams metrics, for example, response time SLA, resolution time SLA, number of touch points per ticket and other metrics that are deemed appropriate.

We are looking for someone who is a great people leader and can lead their small but mighty team of 4 direct reports effectively whilst focusing on their growth and development.

The successful candidate will also form strong relationships with our product and analytics teams to understand what is being built and assess the impact this will have on both our customers and the support team.

Roles and Responsibilities
  • Actively manage, drive and deliver improvements to the Customer Support processes.
  • Be accountable for everything Support operations related.
  • Relentless focus on the development and growth of operational staff.
  • Work closely with the Director of Customer Success & Support to discuss and agree best strategy and how to work in the best ways.
  • Form strong relationships with Product and Analytics teams.
  • Be a point of contact for colleagues in other business areas to share knowledge about what is happening in Support.
  • Own objectives and key results focused around the implementation of new processes/ policies.

Required Skills and Experience
  • 3+ years experience managing people within a Support environment.
  • 5+ years experience in Customer Support.
  • Experience in leading a global 24/7 Support desk.
  • Fluent in both English and Russian, written and verbal.
  • Strong process/project management skills with the ability to think strategically and implement tactically.
  • Experience in a large volume Support environment.

What we offer you?
  • Opportunity to drive and grow own team.
  • Develop skills and be supported in the growth as Customer Support Leader.
  • Be heavily involved in the decision-making regarding the business's Customer Support Strategy.
  • Be surrounded by people who are passionate and get things done.
Benefits:
  • Competitive salary.
  • MacBook Pro is provided.
  • Voluntary medical insurance.
  • Fitness discounts.
  • Corporate English courses (Skyeng and ITalki).
  • Remote work. You can work from any part of the world.
  • Team building events and more.
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