В Yandex Eats требуется Head of the International Food Support Sector.
Yandex Eats is a leading on-demand delivery service for ordering food, groceries, and more.
Responsibilities:
- Meet operational targets for local lines (SL, LCR, CSAT, CPO)
- Analyze and develop strategies to reduce customer and partner churn rates
- Oversee critical product changes, working closely with related teams to ensure support for local launches and service improvements
- Maintain sufficient access to tools and manage response logic
- Be willing to frequently travel to African countries (30%-50% of your working time)
- Build and manage the regional support teams and processes (support in French for Côte d'Ivoire, support in English for Zambia)
- Calculate and submit KPI-based incentives achieved by employees
- Handle the hiring process for the support team
- Build and manage the conversational review team, review employee performance, provide feedback when errors are identified, and ensure employees listen to calls and read support chats in English and French
Qualifications:
- Ability to work quickly, leveraging structure, proactivity, and a systematic mindset
- Excellent communication skills with fluency in spoken and written English and Russian
- 3+ years of experience meeting impressive KPIs in support
- Experience managing a team of 50+ people
- Ability to find non-standard solutions under challenging conditions and build a support service from scratch
- Strong analytical skills with the ability to develop and execute strategies to reduce churn rates
Preferred qualifications:
- Experience working in IT
- Experience working in B2B support, fielding 100,000+ requests per month
- Experience improving customer experience for a supported service
- Familiarity with trackers and referral systems such as Zendesk, OTRS, Jira, Bitrix24, and others
- Conversational fluency in French
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