Location: Kyiv (remote & office)
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
Work experience in eCommerce
Your English is fluent – both spoken and written
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 Sales and Customer Support
You can make plans for the Sales and CS department (b2c&b2b)
You have good people person and leadership skills
Excellent negotiation skills for building partners’/dealers’ network
Nice to have:
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
Familiarity with CRMs like a HubSpot
Responsibilities:
Create and control CS and 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 recruitment@lifes-vision.com
