Head of Customer Support

6 дней назад


Киев, Киев, Украина NOVA GLOBAL Полный рабочий день 90 000 $ - 120 000 $ в год

Hello

We are 
Nova Global
, and our mission is to create the world's most convenient digital delivery service for private customers and e-commerce. If you think globally and curiosity is a driving force in your life — you'll be inspired by the projects and challenges we're working on.

To achieve our ambitious global goals, we are looking for a 
Head of Customer Support
 to join our team.

Role purpose

Ensure the efficient and customer-centric operation of the global support service, which also serves three other company divisions. The key responsibility: leading the team, processes, and tools to deliver the highest standards of customer experience.

Key Responsibilities

  • Organize and manage the work of the Customer Support Department (16+ specialists) across three segments — B2B, B2C, and C2C clients
  • Coordinate workloads, schedules, shifts, and drive the development and training of the team
  • Optimize service processes and implement improvements based on analytics of client inquiries via multichannel communications (phone, chat, email, company pages)
  • Monitor and achieve key metrics: 
    FCR (80%+)

    SLA (90%+)
  • Direct work with clients: contracting, preparing commercial proposals, ensuring no overdue receivables
  • Engage with VIP and top clients, manage complex cases, crisis communications, and prepare official responses
  • Maintain personal contact with clients served by the department, including holding meetings
  • Represent the department in cross-functional collaboration with logistics, legal, IT, customs, partners, and other company divisions
  • Develop and improve knowledge bases, templates, and internal processes

Candidate Requirements

Experience

  • 3–5 years in customer service, including 2–3 years in a managerial role

Skills

  • Strong team management, multitasking, analytical thinking, and decision-making under pressure
  • Proven leadership and knowledge of core managerial competencies
  • Experience with CRM systems, dashboards, and KPI tracking
  • English level 
    B2+
     (oral and written client communication)
  • Knowledge of service evaluation methods (SLA) and customer experience design

This role is for a candidate who:

  • Is a trusted leader
  • Is a service expert who seeks solutions, not culprits
  • Shows initiative and is ready to tackle complex challenges
  • Is a communicator unafraid of crisis situations
  • Sees operations as a strategic tool to influence business

What We Offer

  • Work in a truly 
    global company
  • Official employment with full compliance with legal guarantees
  • Transparent collaboration and a team-oriented atmosphere
  • Opportunities for 
    career growth and professional development
  • Medical insurance
  • Sponsored professional training and English language courses

We invite you to join our 
Dream Team
 — together we'll achieve ambitious goals, design and implement new technologies, optimize processes, and improve customer experience. Let's win the trust and loyalty of customers around the world

By applying for this role and submitting your personal data, you consent to its processing for the purpose of reviewing your application in accordance with the Candidate Data Processing Policy.


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