Location: Kyiv center, 50% remote
Ukrainian-American Product-eCommerce company is looking for a Master of Customer Support to join its amazing team in Kyiv. As the Leader, you’ll be in charge of building the Team (up to 10 people: US & UA desks). You’ll support life-saving products: body armor, modern high-tech military uniforms, tactical equipment, ballistic helmets, accessories, ammunition…
Requirements:
At least 3 years of successful experience in Customer Support (CS)
Deep understanding of the entire cycle of support processes
Strong knowledge and user experience of CS instruments
English level C1+ and Ukrainian C2
Competitive advantage:
Hands-on experience in implementing customer satisfaction metrics
Previous experience in building/leading customer-focused teams
Understanding/interest in body armor, uniform, ammunition
Work experience with multiple brands and physical products
Proven ability to schedule team shifts for US time zones
Personality:
You enjoy customer support and even feel it is your calling
Exceptional communication and people skills – are your talents
Can-do attitude and strong problem-solving skills
Independent, energetic, initiative, and reliable
Active life position, purposefulness, curiosity
Responsibilities:
Act as a senior agent who drives customer satisfaction through qualitative CS
Inspire team members and motivate them to reach individual and team goals
Assist in the creation of the team KPIs – monitoring and reporting on results
Collect data/insights from customers to improve the company's processes
Act as a mentor and provide oversight, coaching, and training to the team
Direct supervision of the CS Staff: recruitment, evaluations, and discipline
Provide feedback or performance reviews to encourage future growth
Create relevant support material for your team such as FAQ
About us: Ukrainian-American company with roots, a back office, and manufacturing in Ukraine that proudly builds new deference gear right in the middle of the biggest market. It is a house of brands of body armor and tactical apparel. We build brands that people connect and value. We design and produce products that people wear proudly and deeply affinity for. Also, our company provides tactical and personal protective equipment to save and protect lives. Some examples of what we create are body armor, tactical gear, daily uniforms, futuristic exoskeletons, jetpacks, ballistic hoodies, augmented reality helmets, etc.
The offer:
A real opportunity for personal and professional growth — there is much free space for you to evolve as a Head of Support
Permanent employment with a competitive salary
21 days of paid vacation
Amazing colleagues and pleasant environment
50% of work-from-home opportunities
Modern and spacious office with highly-convenient workplaces
Special room for meditation and terrace with a panorama of the whole of Kyiv
Unforgettable parties with and unexpected presents
Value of diversity’s strength in the workplace
Love, support, respect, and inspiration
Are YOU excited about this opening?
If 'YES' – we look forward to receiving your CV with salary expectations
