Сучасна диджитал-освіта для дітей — безоплатне заняття в GoITeens ×
Devart — українська продуктова компанія, яка вже 25 років розробляє інструменти управління базами даних для 500.000 розробників зі 120 країн світу. 50 клієнтів Devart входять у Fortune-100 — серед них такі легенди, як Space X, Oracle America, Microsoft.
1 грудня 2022

Head of Support (вакансія неактивна)

Кошице (Словаччина), віддалено

The team works on a group of services in the field of urban transportation and logistics. Today, we already have millions of users and are very ambitious in regard to development and reaching markets both in Ukraine and abroad. We cater to our users with web and mobile versions of the application on a basis of heavy backend combined with a neat UI/UX. Moreover, we have business operations, marketing, and customer support departments of our own. Finally, we provide development models as our own product and SaaS for external markets.

Responsibilities

  • Organize the support teamwork
  • Motivate employees to improve the quality of processing customer requests
  • The professional development of the recruitment and support staff
  • Create and update FAQ for users
  • Describe the support processes and participate in the communication with other structural units
  • Distribute the tasks among support staff
  • Optimize processes within the team and analyze their performance
  • Create instructions and working guides for the support team
  • Evaluate the quality of the customers’ requests processing
  • Monitor the timely completion of the requests
  • Develop, maintain, and track the relevance of the KPI system
  • Organize meetings, presentations, and assessment tests for support staff in order to form and maintain a high level of their competence

Requirements

  • 3+ years of experience in customer support
  • 1+ years of experience in a management position (Head, Team Lead)
  • General understanding of the taxi services market
  • Experience with the IT or complex technology products
  • Competent written and oral speech
  • Focus on problem-solving
  • Proactivity
  • Skills to describe and optimize business processes
  • Flexibility in solving non-standard tasks
  • Critical thinking skills
  • Exellent communication skills

Nice to have

  • A technical, philological, or psychological degree
  • Level of English — Upper Intermediate or higher

Team

Customer support specialists, call center operators

Working conditions

  • No overtime
  • Flexible working hours
  • 18 working days of vacation
  • 15 working days of sick leave
  • Medical insurance
  • English courses in the office
  • Opportunities for professional development and personal growth (the company covers 50% of the tuition fees)
  • Different activities: corporate parties, team-building events

*Under martial law, some of the above-mentioned points may be temporarily limited