The company inDrive is looking for a Director of operations (Customer Service) who will take care & pay maximum attention to what is mattered most to the company - Customers.
inDrive is an international ride-hailing service headquartered in Mountain View, CA. inDrive app's downloads exceed 150M, we are operating in more than 700+ cities in 47 countries.
Duties:
- Operational management of Customer Support units in all Regions
- Contact center operations
- Management of key contact center metrics (SLAs, AHT, FCR, Abandon rate, CSAT, etc)
- Managing quality of customer service provided
- Optimization of existing contact support processes
- Support of rapid business expansion
- Cost management
Company expects:
- 5+ years of experience in managing large high frequent, geographically distributed contact centers
(both outsource and in-house) - Experience in managing international teams
- Experience in rapid contact center expansion
- Knowledge of the Mobility as a Service industry
- Proven track record in launching BPOs (contact center outsourcing models)
- Knowledge of problem-solving and continuous improvement methodologies (Lean Six Sigma, Design thinking, other)
- Advanced or fluent English is a must
Offer:
- High compensation, including stock options
- This role requires relocation to Kazakhstan
- Relocation package
- Unlimited opportunities for professional and career growth, regular external and internal training
- An opportunity to become part of an international team of professionals and just good people who together create one of the coolest success stories in the global tech industry