Вакансия на удаленке.
В международную EdTech-компанию Refocus открыта вакансия Head of Customer Support.
Responsibilities:
- Managing current customer support team in the Philippines and Indonesia
- Setting up scalable operations for home assignments check up: Operate under 24h SLA; Efficient distribution of homeworks among mentors; Quality control for mentors’ feedback; Regular feedback from students to mentors
- Setting up scalable operations for answering student questions in Discord: Operate under SLA; Efficient distribution of questions among mentors; Stick to our tone of voice; Building FAQs; Quality control for mentors’ answers; Regular feedback from students to mentors
- Implement technical infrastructure for customer support
- Set up analytics for customer support
- Hiring and managing team of customer support managers
- Hire and grow from existing employees teamleads
- Set up scalable onboarding process and certification for newbies
- Planning of customer support department resources and budget according to Refocus finance model
Requirements:
- 4+ years of experience as a head of customer support (ideally in an edtech company)
- High excellence in operations (incl. building user-friendly processes and guidelines)
- Experience of managing 30+ direct employees
- Proved track record of building scalable team/department in the company
- Excellent communication and soft skills
- Experience of working in startup/fast-growing tech company
- English C1+
Offer:
- Unique opportunity to be part of the team which is building a unicorn company in edtech in Asia
- Full-remote or hybrid work in offices
- Fair compensation for your work
- Free access to all of our products