ILARIA is a consulting company that provides a full range of HR solutions and process digitisation through a system developed by us. At ILARIA, a team of HR experts offers services essential for your organisation's success: HR outsourcing and recruiting, market research, and software.

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

Position: "Head of Customer Support"

Work format: Full-time, On-site

Work schedule: 10:00-19:00

Salary: Fixed + Bonus

Number of vacant positions: 1

Main roles and responsibilities:

Customer Support Team Management

• Managing and coordinating the daily activities of the customer support team;

• Monitoring the workflow and performance results of team members;

• Caring for the development, motivation, and strengthening of the professional skills of team members;

• Evaluating individual and team performance of employees and providing appropriate feedback;

• Improving workflows and effectively allocating team resources.

Development of Customer Support Processes and Service Quality

• Developing and improving customer support processes and service standards;

• Continuously monitoring service quality and customer satisfaction;

• Analysing customer feedback and recurring problems;

• Identifying existing challenges and proposing appropriate initiatives for process improvement;

• Ensuring high-quality service standards.

KPI and SLA Management

• Participating in defining and controlling relevant KPIs and SLAs for the customer support department;

• Monitoring team results, response times, and service quality;

• Analysing performance results and planning appropriate steps for improvement;

• Preparing reports on the team's activities and providing information to management.

Customer Complaint and Escalation Management

• Effectively managing customer complaints and complex cases;

• Ensuring timely and customer-oriented resolution of problematic issues;

• Cooperating with relevant departments as necessary until full resolution of the issue;

• Analysing recurring issues and implementing appropriate initiatives to prevent them.

Communication and Collaboration

• Collaborating effectively with various departments of the company to resolve customer issues in a timely manner;

• Sharing customer feedback, problems, and needs with relevant teams;

• Actively participating in the development and improvement processes of the customer support department;

• Ensuring effective collaboration between different teams to improve the customer experience.

Requirements and Qualifications:

• A minimum of 3 years of experience working in customer support;

• 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 effective management of customer complaints and complex cases;

• Ability to analyse team performance results and make appropriate decisions;

• Experience in reporting and analytical work;

• 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 upload your CV at this link: ILARIA. Please make sure to indicate the vacancy name - "Head of Customer Support".

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

We wish you success!​