Вакансия на удаленке
BlaBlaCar is searching for a Head Of Customer Success.
Your Mission:
Company is looking for a Head of Customer Success, whose mission will be to develop and scale a Customer Success organization within Community Relations team.
The mission of the Customer Success team is to ensure the lifelong success of customers and empower them to use product to their best advantage. They will do so by building the operational set-up to proactively reach out to different segments of community via different channels (phone, email, etc.) in order to better onboard, accompany or vet them.
You will be reporting directly to VP Community Relations.
Your Responsibilities:
- Build Customer Success teams globally to meet the strategic and operational needs of our company as we scale, while ensuring the development and training of your team members (internal and outsourced)
- Partner with relevant business, product & engineering stakeholders and Community Relations Ops Excellence team on Customer Success projects to ensure strategic alignment and growth objectives across existing and new customers
- Supervise operations in the Customer Success department on all already covered and future channels (phone, live chat, email…)
- Create and adapt effective Customer Success procedures, policies, playbooks and standards suited for different geographic areas (Russia, Brazil, Western Europe)
- Oversee the achievement and maintenance of agreed customer service levels and standards, and track your team’s performance through reportings
- Build and follow the Customer Success budget
Your Qualifications:
- You have proven track record in building and managing Customer Success Operations or similar activity
- You have strong analytical skills and business sense to translate company objectives into customer success KPIs
- You have excellent communication skills and enjoy sharing and learning from others
- You are organized, results-driven, and are able to prioritize in a changing environment
- Your are fluent in English
- Nice to have: Knowledge of Russian, Ukrainian or Latin American markets and/or fluency in Portuguese, Russian or French
What company has to offer:
- An international environment: over 35 nationalities across 7 countries: Brazil, France, Germany, Poland, Russia, Spain, and Ukraine
- A flexible workplace: with hybrid remote setup and family-friendly policies, they are masters of own schedules and work-life balance, no questions asked
- A culture of sharing: 360 onboarding weeks, weekly team-all BlaBlaTalks to learn about what other teams are up to, Q&A sessions with leadership, shared company KPIs, ‘Fail, Learn, Succeed’ moments where they destigmatize and share moments of failure with others
- Innovation: Coding Nights to pitch ideas outside roadmap and make dev’ dreams come true, weekly Product & Tech Demos and blogs to share engineering stories, access to top conferences across Europe
- Impact: building a product that has a real impact on society and the environment, and sharing an office culture that prioritizes low-waste and eco-friendly practices
- People-first: wind down from work at weekly breakfasts and afterworks, or show off your talent at annual BlaBlaShow
- Shared company principles that guide team in everyday decision-making and bring them closer to goal
Your Future Benefits:
- Tailor-made remote policy: from 2 days per week to full remote
- A fair & competitive salary package with equity
- Holidays: 28 days
- Employee Stock Ownership plan
- Relocation package and visa sponsorship to welcome you wherever you are currently based
- Parental policy
- Trainings & career development programs
- Free carpooling & bus-rides wherever whenever
- Full remote: work from anywhere in your country of employment: France, Poland, Russia or Ukraine
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