Head of Customer Support

We are looking for a highly-competent and talented professional to lead all our customer support initiatives and manage a team of ca. 30 agents in CZ and SK. You have solid experience and track record in a similar position in a data-driven, performance-based company. You drive operational excellence by setting and tracking quantitative KPIs and monitoring. You have an entrepreneurial spirit and hands-on approach. You hire, coach and motivate the best teams.

You will be responsible for improving the efficiency and effectiveness of the teams, and ultimately boost customer satisfaction and experience. You will design or oversee key processes, onboarding material, performance metrics, and other operational improvements. You will liaise with various other department to deliver technology, product, or content improvements.

This is an exciting opportunity to lead a powerful team in one of the fastest-growing web hosting companies in the region. If you have what it takes, apply today!

Key responsibilities

• Lead and direct the entire customer and technical support departments (ca. 30 agents in CZ/SK)
• Set strategy and objectives for the departments, and drive superior execution
• Hire, develop, motivate and retain customer and technical support staff
• Deliver operational excellence by assigning / monitoring relevant OKRs and underlying activities
• Strive for analytical excellence, tracking relevant KPIs, assigning targets and performance measures
• Boost customer service quality and satisfaction across multiple communication channels, including telephone, email, chat, and social media
• Oversee team leader and agent performance plans, providing relevant and timely feedback
• Manage the department budget in line with company targets, aiming for efficiency and effectiveness
• Set up monthly reports for top management and key stakeholders
• Oversee the creation and delivery of trainings and relevant content (e.g., onboarding material, processes, CS articles, knowledge base)
• Identify and recommend or implement technology and process expansions to improve performance
• Provide data and recommendations for development of key customer-centric solutions (e.g., Admin panel, website, customer management and billing software)
• Act as a liaison between the departments and other divisions in the company
• Be prepared to manage and contact VIP customers directly
• Manage the communication of key service-related situations (e.g., service status page, key outages)
• Cooperate with product development, marketing and sales colleagues to ensure a consistent, customer-focused delivery and other improvements
• Perform other ad-hoc duties, as assigned by the CEO

• A friendly and informal atmosphere in a fast-growing market leader
• Competitive compensation and benefits
• Laptop
• Mobile Tariff
• A great place to learn and boost your career.
• Possibility to work remotely or from any of our offices in Czechia or Slovakia
• Flexible working hours
• Unlimited holidays (Performance-based perk: We count results, not time)
• Multisport card