Head of Customer Success

Primary Responsibilities:

Strategic Management:

• Develop and implement strategies aimed at enhancing customer satisfaction.
• Define key objectives and create action plans to drive success in customer service and support.

Stakeholder Engagement:

• Collaborate with key stakeholders to address their needs and implement necessary actions.
• Maintain effective communication with all interested parties to align shared goals.

Innovation and Process Improvement:

• Continuously improve products and services through the introduction of innovative ideas and modern technologies.
• Actively participate in developing and implementing new work methods to elevate customer experience.

Leadership and Team Development:

• Motivate and develop the team to achieve high performance.
• Organize training sessions to enhance employee effectiveness and professional growth.

Collaboration with Other Departments:

• Antifraud Department: Work closely with the Head of Antifraud to develop and implement effective fraud prevention methods. Monitor trends in this area and improve security measures.
• Customer Support Department: Collaborate closely with the Head of Customer Support to ensure high-quality service and prompt resolution of customer inquiries. Support training systems and development for the support team.
• Analytics Department: Align data collection and analysis strategies with the Analytics team. Set KPIs and create data-driven plans based on insights from analytical tools.
• Quality Control Department: Collaborate with Quality Control to establish standards, conduct audits, and assess product and service quality. Ensure regulatory compliance and meet customer needs.
• VIP/Pro Client Department: Engage closely with the Head of VIP clients to create tailored approaches for VIP client service. Define strategies for attracting and retaining high-status clients.

About You:

• At least 5 years of leadership experience in customer experience management or a similar field;
• Proven ability to work with various stakeholders and ensure effective communication;
• Experience implementing innovations and new processes in customer engagement;
• Strong leadership skills and team development experience;
• Knowledge of current trends in customer service and VIP management;
• Analytical approach to problem-solving with the ability to make data-driven decisions.

Our Principles:

• No overtime;
• No micromanagement;
• No bureaucracy;
• No tolerance for toxic work relationships.

We Offer Excellent Working Conditions:

• Flexible work options based on your location and preferences: fully remote, hybrid, or an office in central Kyiv;
• 20 business days of vacation + a day off on your birthday;
• 22 days for physical and mental health;
• Health insurance or a benefits cafeteria;
• All necessary equipment provided for work.