"ILARIA" is a consulting company providing a full range of HR solutions and digitisation of processes through our proprietary system. At ILARIA, a team of HR experts offers services essential to your organisation's success: HR outsourcing and recruiting, market research, and software. 

The company "ILARIA" is looking for a "Customer Support Lead" for a partner company.

Position: "Customer Support Lead"

Work format: Full-time, On-site 

Work schedule: 10:00-19:00 

Salary: Fixed 4,000 GEL + bonus 

Number of vacant positions: 1 

Key Responsibilities: 

Customer Support Team Management 

• Managing and coordinating the daily activities of the customer support team; 
• Monitoring the work processes and results of team members; 
• Catering to the development, motivation, and enhancement of professional skills of team members; 
• Evaluating individual and team results of employees and providing appropriate feedback; 
• Improving work processes and effectively distributing team resources. 

Development of Customer Support Processes and Service Quality:

• Developing and improving customer support processes and service standards; 
• Constantly monitoring service quality and customer satisfaction; 
• Analysing customer feedback and recurring issues; 
• Identifying existing challenges and proposing appropriate initiatives to improve processes; 
• Ensuring high service quality standards.

KPI and SLA Management 

• Participating in defining and controlling appropriate KPIs and SLAs for the customer support stream; 
• Monitoring team performance, response times, and quality of service; 
• Analysing the results achieved and planning appropriate steps for improvement; 
• Preparing reports on team activities and providing information to management. 

Management of Customer Complaints and Difficult Cases:

• Effectively managing customer complaints and difficult cases; 
• Ensuring timely and customer-oriented resolution of problematic issues; 
• Collaborating with relevant departments as needed until the issue is fully resolved; 
• Analysing recurring problems and implementing appropriate initiatives to prevent them. 

Communication and Collaboration:

• Effectively collaborating with different departments of the company to ensure timely resolution of customer issues; 
• Sharing customer feedback, problems, and needs with the relevant teams; 
• Actively participating in the development and improvement processes of the customer support stream; 
• Ensuring effective cooperation between different teams to improve the customer experience. 

Qualification Requirements: 

• Knowledge of English and Russian languages;
• Experience in team management and coordination; 
• Experience in developing and improving customer support processes and service standards; 
• Experience in defining and monitoring KPIs and SLAs; 
• Experience in effectively managing customer complaints and difficult cases; 
• Ability to analyse team results and make appropriate decisions; 
• Experience in reporting and analytics; 
• Strong leadership, communication, and organisational skills; 
• Ability to manage priorities effectively and work in a dynamic environment; 
• Ability to analyse problems and solve them effectively; 
• High sense of responsibility and result-oriented approach. 

If interested, please send your CV to the email address: vacancy@ilaria.ge. Please be sure to specify the vacancy title - "Customer Support Lead".

Please note that only shortlisted candidates selected for an interview will be contacted. 

We wish you success!