Head of Customer Support

We are looking for a Head of Customer Support to take care of our customers - parents from all over the world.

Responsibilities:

• responding to user inquiries via Zendesk and addressing store reviews within the agreed SLA
• inviting users to participate in User Interviews
• managing feedback, including increasing positive reviews and addressing negative ones by sending follow-ups, resolving issues promptly, and offering monetary incentives
• updating communication workflows (including special offers) to improve winback rates for unsubscribed users
• coordinating a team of 3-4 support specialists, including English-speaking members, setting KPIs, and ensuring they are met
• maintaining up-to-date and accurate documentation
• creating bug reports based on user feedback for further review
  

Requirements:

• fluent English and Russian are a must
• 3+ years of Customer Support experience, written requests/chat are preferred
• ticketing system (Zendesk or similar) knowledge including reporting and administrative tasks
• experience managing teams of 2+ people, including creating schedules, setting and tracking KPIs, and making decisions regarding bonus payouts
• proven background in B2C customer support
• demonstrated success in retaining users and handling feedback

What do we offer:

• the opportunity to become part of the best team in the mobile EdTech segment
• high level of autonomy
• acting as the key support specialist who implements the best support practices and shares his vision
• wide range of various tasks
• friendly and professional team
• international product
• payments in dollars.