MightyCall – the premium virtual phone system provider. MightyCall brings a convenient and professional telephone presence to small businesses and entrepreneurs at the most competitive monthly prices in the marketplace. The company is looking for a Head of Customer Support Position.
What you will do:
Manage Tier 1 and 2 support teams;
Ensure quality of support provided, implement KPI metrics;
Work to provide for customer and business needs together with sales, marketing and product management teams;
Create and maintain customer’s portrait, understand and optimize his ways of communication;
Analyze and improve internal anti-fraud systems;
Investigate and take decisions on customers’ billing inquiries;
Resolve escalated requests working together with the customer;
Improve and implement new support team tools;
Optimize current business processes, along with implementing new ones.
The company expects you to:
Have experience in managing support teams (at least two years);
Be proficient in English (both written and spoken, C1 level minimum);
Have great soft-skills and be flexible in communication both with subordinates and other departments;
Be analytical in your decision making — whether it’s quality and efficiency assesment, improvement implementation or problem solving;
Have ideas and understanding in the support department automation.
It would be great if you:
Have previously worked in US/CA markets;
Have experience in managing / automating HelpDesk and/or LiveChat systems;
Have worked with VoIP/SIP products.
Conditions:
Work in a stable, growing company;
Opportunities for professional growth and promotion;
Full-time employment, 40 hours/week;
You can work remotely or in our office;
Medical insurance (including dental healthcare).
