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компанию-разработчик решений для детектирования и предотвращения кибератак Group-IB ищут
Head of Customer Service.
Group-IB is one of the global leaders in threat intelligence, anti-fraud, network security, and incident response. HQ is in Singapore and we recently opened a European and Middle East office in Amsterdam and Dubai respectively. Thanks to a combination of cutting-edge technologies, extensive experience, and in-depth expertise, Group-IB experts successfully fight international cybercrime by offering products and services that protect people, businesses, and governments worldwide. Company is now looking for Head of Customer Service to be located in their office in Singapore.
The Role:Head of Customer Service is responsible for overseeing the infrastructure of the customer support in the company and operating efficiently – planning project activities, customer support and training, and monitoring the quality of customer support concerning the company's internal service standard throughout the project life cycle. Including prioritising the product and customer requirements, defining the product concept for the customer and working closely with the technical team and product business managers to ensure customer satisfaction goals are achieved.
The responsibilities include setting team goals, monitoring progress, training recruits and staff members, creating and implementing policies and procedures and leading the development and execution of the service strategies.
Tasks To Solve:
- Strategical leading and development of a highly qualified team of customer support specialists, ensuring the effective workflow of the department
- Creating and implementing policies and procedures and strategies to facilitate a quality customer service experience, working on developing and upgrading internal business processes
- Monitoring business and process metrics to manage customer service effectiveness
- Carrying out local/global customer satisfaction investigations
- Collaborating with all peers and the board/stakeholders, commercial and finance, marketing, operations to negotiate and influence customer improvements
- Hiring and onboarding new customer service specialists
- Leading and supervising the pursuance of the customer service standards and policies, control over all performed activities according to the established regulations
- Developing, regular adjustments and subsequent execution of the project work plan with the customer
- Supervising day-to-day operations: regular communication with partners, customers and the project team, following up and adjusting the organisation of the workflow in the production department
- Proactive identification of any problems with the customer and project activities to minimise negativity and build customer loyalty/satisfaction
- Timely notification and holding concise discussions with the customer about new trends, features and interesting facts related to project activities
- Providing regular spot support to the client in non-standard enquiries and dealing with incidents of varying levels of complexity; ensuring all customer queries are handled accurately and timely
- Keeping project databases up to date, including work in planning, project management, and helpdesk systems
Apply for this vacancy if you have the following qualifications:
- Fluent in English (including a background in technical English)
- Fluent in Russian language: speaking, reading and writing skills on advanced level (required to communicate within global team departments regularly)
- Degree in business administration, management or other related specialities
- 2+ years of proven track record of technical project management experience: experienced in the position of /account/pre-sales manager in a B2B market
- Work experience in the technical team in the role of a senior/lead specialist; evidence of expertise in cybersecurity (working with various systems and multiple tools), and a proven track record in the field of cybersecurity
- Understanding of networking technologies (TCP/IP, DNS)
- Solid knowledge and proven track (certificate) of Cyber Threat Intelligence & Digital Risk Protection information security systems tools and attributes
- Ability to maintain reports, analyse information, find patterns and identify points of impact
- Experienced in managing internal customer experience development projects (collecting, organising feedback, working with the Customer Journey Map)
- Public solid communication skills, with an ability to communicate clearly with customers, colleagues and partners
- Strong multi-tasking skills, ability to balance meeting critical deadlines while maintaining solid relationships with business teams, internal technical teams and vendor partners
- Strong understanding and knowledge of industry trends
- Skilled in various service-desk systems interaction
- Well-developed leadership skills
Why Choose Group-ib:
- Your happiness is important to company. They want every single team member to be happy
- Continuing professional development. At Group-IB, you can choose from various paths to growth: progress as an expert, advance to a management position, try your hand in another department,relocate abroad, or launch a new business area at Group-IB
- A team with extensive international expertise. Do you have experience but are looking for exciting challenges? By choosing company, you will be choosing complex tasks and continuously improving yourskills in a fast-growing international company
- Globally recognized technologies. Group-IB's offices are located in seven countries and products and services are sold in 60 countries. What’s more, Gartner, IDC, and Forrester have ranked our technologies among the best in their class
- A culture created by each of the team. Group-IB’s employees speak many different languages and understand one another. Company respects each other's beliefs, share common values, and strive toward the happiness of every employee
- Economic stability. Group-IB's sustainable growth helps rapidly develop careers that would take years to progress as far in most other companies
What Else You Should Know:
- Flexible schedule. Group-IB does not have fixed working hours. You choose your own schedule. Company adheres to the principle advocated by Steve Jobs: “We have to work not 12 hours, and head.”
- Health. If anything goes wrong, don’t worry - company offers health insurance
- Comfortable offices in all countries of operation. Company brings creative ideas to life and design offices so that they are a convenient space. In summer, they sometimes work outside on verandas and invite clients and partners to celebrate special occasions there
- Certificates and training courses. Group-IB specialists hold over 1,000 professional certificates, including CEH, CISSP, OSCP, GIAC, MCFE, BSI, as well as some rare ones that would be a source of pride for experts in forensics, penetration testing, and reverse engineering worldwide. Company has an incentive program that helps employees achieve certifications at the company's expense
- Challenges. A wide selection of GIB programs help you improve soft skills, gain new competencies, and receive monetary rewards
- Initiative is rewarded. At Group-IB, you can bring your most daring ideas to life. The company encourages technical blogging, writing articles, building sports teams, and other creative activities
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