Customer Support Lead

Head of Customer Support Department

Full-Time, Yerevan, Armenia

Head of Customer Support Department

Armenia, Yerevan / Full Time

  • Job description
  • We are looking for a motivated and experienced Head of Customer Support Department. In this role, you will support the company's customer service activities by directing and overseeing team members, resolving customer questions or complaints and developing programs and procedures to enhance productivity and performance. You will be up-to-date on industry products and trends, and train staff accordingly.
  • The ideal candidate will have proven experience working in a customer support team lead position, show excellent leadership and interpersonal skills, have great communication skills and be a role model and mentor to staff.
  • Job responsibilities
  • Manage the customer support department’s day-to-day functions.;
  • Build and implement support processes and documentation;
  • Keep a constant eye on team members' performance to find ways to improve the service quality and customer satisfaction;
  • Set up shifts and coordinate resources for team call and ticket resolutions;
  • Support in the development of procedures and training of new hires;
  • Utilize the working tools to pull and distribute reports.;
  • Analyze reports for call/ticket trends and create a performance improvement plan;
  • Respond to escalated customer support issues.
  • Required qualifications
  • Proven experience in a customer support management role;
  • Strong customer service skills and experience of setting up call center and live chat client processes and procedures;
  • Experience managing customer support tools;
  • Excellent communication and problem-solving skills;
  • Advanced English is a must / including conversational skills;
  • Multi-tasking abilities;
  • Patience when handling tough cases;
  • Familiarity with the IT industry is a plus.

How To Apply?

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We highly appreciate your interest in our company, however, only shortlisted candidates will be contacted for an interview.



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