Head of Customer Support & Sales (eCommerce, US)

Updated: Jan 3

Location: Kyiv, remote


An American Product & eCommerce company is looking for a potential manager to join its amazing team. As the Head of CS&S, you’ll be in charge of building a team of customer support and sales and maximizing its potential. In the beginning, you will have a chance to roll up your sleeves and get started on your own to understand our specific better


Requirements:

  • 3+ years of work experience in customer support and/or b2c sales to the US or English-speaking countries

  • English is fluent – both spoken and written

  • Ukrainian – native

  • You can manage a team of 2-5 employees, as well as roll up your sleeves and work as an autonomous unit

  • You know well processes in the areas of CS and/or Sales

  • You understand KPIs for Customer Support and/or Sales

  • You can make plans for CS and/or Sales department

  • You have good people person and leadership skills

  • Excellent negotiation skills for building partners’/dealers’ network

Nice to have:

  • Any relevant experience in building CS/Sales department

  • Work experience with multiple brands and physical products

  • Proven ability in scheduling shifts for the team and willingness to work partially according to US time zones

  • Hands-on experience in implementing customer satisfaction metrics: NPS & CSI

  • Managerial/team leading experience


Responsibilities:

  • Create and control CS & Sales processes

  • Select and train the team

  • Manage department and schedule shifts to cover US time zones

  • Develop KPIs and motivation system

  • Set up plans for sales and ensure their implementation

  • Develop existing channels of sales and find new ones

  • Take an active part in the research and formation of Customer Journey and participate in gathering insights from customers

  • Find bottlenecks in CJ during products sales on E-platform, through affiliate networks, dropshipping and other channels

  • Identify preferable client journeys for redesign

  • Develop added-value products and communication to new and existing customers

  • High-quality onboarding of new clients

  • Build up an online network of partners

  • Create scripts and set up work standards for sales and customer support

  • Work with claims and conflict situations

  • Upsell

  • Identify growth areas for Customer Support and pass feedback for business development

  • Develop and implement activities to increase customer satisfaction and reward programs


We offer:

  • Decent and timely base salary + bonuses and commission

  • Relocation to the USA in 12 months (optional)

  • Budget for lead generation service/s

  • Awesome colleagues and positive vibes

  • Paid holidays and vacations

  • Work from home

  • Love, support, and respect


About the company:

We are a US production company that proudly builds new deference gear right in the middle of the biggest market. We design and create products that people wear proudly and hold a deep 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.



Are you excited about this job opportunity?

So, what are you waiting for?

Send your resume to

recruitment@lifes-vision.com





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