Head of Customer Support Team

9 часов назад

Киев, Киев, Украина Tickets Consolidator Полный рабочий день 40 000 ₴ - 80 000 ₴ в год

Tickets Consolidator
 -  - is the first airline consolidator in Ukraine that brings together the best terms and offers from the world's largest travel agencies.

Our mission is to provide subagents with everything they need to become better and deliver the best possible service to their passengers.

For over 10 years, we have been a trusted partner in the aviation services industry. To achieve this, we implement bold solutions, create products that optimize workflows, and collaborate with top global aviation and travel service providers to offer our clients the widest range of opportunities.

We already have a strong and professional support team of 15 specialists across the first and second lines. Now, we are looking for a 
Head of Customer Support Team
 - a true leader and process expert who will establish effective workflows and service standards to ensure smooth operations and an exceptional customer experience.

Key Responsibilities:

  • Define and track key KPIs to continuously improve support performance;
  • Create and deliver regular reports on support metrics and efficiency;
  • Develop and implement standards to maintain a high level of service quality;
  • Handle complex customer cases (compensations, policy changes, etc.);
  • Improve customer experience by analyzing client feedback, market trends, and competitor practices;
  • Coach and develop the Customer Support team, reviewing complex cases and sharing best practices;
  • Organize training sessions on Help Desk GDS systems;
  • Build and implement a development framework for support team members.

Requirements:

  • 3+ years of experience in a managerial role leading a Customer Support team (10+ specialists);
  • Proven experience in building and optimizing customer support processes;
  • Strong understanding of customer service principles and quality standards;
  • Experience in team development, coaching, and performance management;
  • Data-driven mindset with strong organizational and analytical skills;
  • Desire to build and enhance an excellent customer experience;
  • English level - Upper-Intermediate+.

We Offer:

  • Competitive compensation (based on interview results);
  • Official employment, paid sick leave, and annual vacation (24 calendar days);
  • A great opportunity to grow professionally in a dynamic industry and bring your ideas to life;
  • Work schedule: Mon - Fri, 10:00 - 19:00, hybrid or fully remote format;
  • Hybrid or office format with comfortable office in the city center (Olympiiska metro station).

Just a few steps away from joining us:

Interview with recruiter → Interview with CEO and HRD → Offer.

We're looking forward to receiving your CV

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