Head of Customer Support
Company:Jobhire
Location:Poland
Languages:English, Russian
Seniority level:Lead, 5+ years
Experience:5+ years
Skills:
LeadershipProject ManagementData AnalysisMicrosoft Power BIPeople ManagementQAHR ManagementJiraProduct OperationsCross-functional Team LeadershipOperations ManagementTableauProduct DevelopmentStrategyBusiness OperationsCustomer serviceMentoringTrainingTeam managementProcess improvement
Requirements:
5+ years in Support or related functions 3+ years in a Lead / Head / Team Lead role (international/English-speaking teams) Experience launching/upgrading and scaling a support function (teams of 5–20+) Experience in an IT product with 500–3000 weekly tickets Experience managing L1–L2 teams, implementing automation, dashboards, QA Hands-on experience with ticketing systems and configurations Proficiency with Power BI / Looker / Metabase / Tableau Advanced analytics & reporting skills (Excel / Google Sheets) Knowledge of ITIL / ITSM Experience hiring, training, onboarding teams Ability to define and manage service KPIs Experience in high-CSAT/NPS environments Experience with workload forecasting, capacity planning, knowledge bases and chatbots Hands-on client onboarding experience Fluent English and Russian
Responsibilities:
Develop and operationally lead the support function Configure and optimize ticketing systems Manage SLA, SLO, SLS and monitor key service metrics Create support standards: procedures, scripts, macros, knowledge base Launch and run QA processes Conduct regular analytics: reports, dashboards, workload forecasting Hire, train, and develop support specialists Conduct onboarding for employees and clients Build scalable and delegable processes Foster a culture of honest, transparent, and respectful communication
