Oferta pracy

Head of Customer Support

Profitroom S.A.About the company

  • Lublin

    Lublin
  • Offer expired 8 days ago
  • Remote recruitment
  • Remote work
  • contract of employment
  • full-time
  • director

Your responsibilities

  • Develop and implement customer support processes to enhance customer satisfaction.

  • Create a culture and processes which achieve the business goals and objectives.

  • Formulate and revise customer support policies and promote their implementation.

  • Identify new tools and technologies to better serve the customer.

  • Identify company wide improvements and present these to the Board/Senior Stakeholders.

  • Work effectively with all peers and the board/stakeholders (Sales, Finance, Operations, Customer Success) to negotiate and influence customer improvements.

  • Act as the voice of the customer across the organisation.

  • Put the customer at the center of everything we do.

  • Effectively lead remote teams in a multi-site, multi-national, multi-cultural team environment. This includes training, hiring, career pathing, and skill development.

  • Inform the team of all new information related to products, procedures, and trends.

  • Manage the budget of the customer support department.

Our requirements

  • Top-notch oral, written, and interpersonal abilities including, mentoring, coaching and the ability to interact with colleagues at all technical levels.

  • 3-5 years experience of managing operational customer service teams in an international environment.

  • Established track record of exceeding targets, KPI’s, SLA’s as well as improving processes.

  • Strong strategic and customer focus with a clear understanding of the wider issues impacting the relevant markets.

  • Dynamic, energetic, motivated, positive outlook with the ability to multitask and prioritize responsibilities.

  • Inspirational leader and motivator with experience building, leading and mentoring a team.

  • Strong analytical skills.

  • Demonstrate effectiveness at achieving results through others.

  • Able to adapt and succeed in a changing environment.

What we offer

  • A future-oriented company with locations in the UK, Poland, Germany, Czech Republic and Spain.

  • Flat hierarchy and open communication.

  • Flexible and independent work organization - work from anywhere.

  • A solid business model in a market that offers plenty of room for development.

  • Attractive salary based on your qualifications and experience.

  • Working in a fast growing industry.

  • Benefits

  • sharing the costs of sports activities

  • private medical care

  • sharing the costs of foreign language classes

  • sharing the costs of professional training & courses

  • life insurance

  • remote work opportunities

  • flexible working time

  • integration events

  • computer available for private use

  • no dress code

  • coffee / tea

  • drinks

  • parking space for employees

  • employee referral program

  • opportunity to obtain permits and licenses

Profitroom S.A.

Profitroom is an international company that has been providing modern booking solutions for over 10 years. We provide SaaS technology and marketing services to give hoteliers the tools to increase revenue performance, bookings and efficiency. Thanks to the experience and expertise of our experts we win a lot of awards and as a company we’re proud of our results.

Due to the dynamic growth of our company, especially in foreign markets, we’re looking for results-oriented people to support this growth.

We are looking for an ambitious and energetic Head of Customer Support to help us serve our clientele. You will be responsible for executing the technical support strategy and tactics that will improve the customer experience, create stronger relationships, improve operational efficiency, and lastly create a fun and motivational work environment.

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