Head Of Support Operations

10 октября 2026 г.

Гибрид

Head

Стоит учесть

Английский обязателен

Описание

The role involves leading and scaling global support operations across multiple channels and regions. The hire will design and optimize core business processes, operational frameworks, SLAs and support models for external users and internal stakeholders, oversee ticketing platforms and workflows, and build cross-cultural support teams. Candidates are expected to bring a strong leadership background in customer support or service operations, including building support structures from scratch.

Обязанности

Lead and scale global support operations across various channels and regions
Design, implement and optimize core business processes, operational frameworks and SLAs to ensure consistent service quality
Build a seamless support model for diverse inquiries from external users and internal stakeholders
Oversee implementation and optimization of modern support platforms, ticketing systems and operational workflows
Build, train and mentor cross-cultural support teams, setting clear performance metrics and quality standards
Analyze operational data and feedback to drive continuous improvement in service delivery

Требования

Strong leadership track record in Customer Support, Service Operations or Clients Care, ideally in dynamic tech environments
Hands-on experience establishing operational support structures, workflows and service processes from scratch or transforming existing ones
Proven background in managing international or multi-regional teams and operating across different time zones
Solid understanding of support metrics, process design and operational tooling
Excellent problem-solving and critical-thinking skills, with the ability to handle escalated operational issues
Professional Working Proficiency in English

Условия

Work in the international company
Hybrid working format (office/home office)
Corporate education — courses and trainings, meetups and conferences
Voluntary health insurance after probation period
Fitness reimbursement policy as part of healthy lifestyle support
Effective onboarding program for a better start
Corporate events and team buildings

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Head Of Support Operations

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