Head of Clients Care

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What you'll do:
- Lead and scale global support operations across various channels and regions.
- Design, implement, and optimize core business processes, operational frameworks, and SLAs to ensure consistent service quality.
- Build a seamless support model capable of handling diverse inquiries from both external users and internal stakeholders.
- Oversee the implementation and optimization of modern support platforms, ticketing systems, and operational workflows.
- Build, train, and mentor cross-cultural support teams, setting clear performance metrics and quality standards.
- Analyze operational data and feedback to drive continuous improvement in service delivery and internal collaboration.
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What we expect:
- Strong leadership track record in Customer Support, Service Operations, or Clients Care, ideally in dynamic tech environments.
- Hands-on experience establishing operational support structures, workflows, and service processes from scratch or transforming existing ones.
- Proven background in managing international or multi-regional teams and operating across different time zones.
- Solid understanding of support metrics, process design, and operational tooling.
- Excellent problem-solving and critical-thinking skills, with the ability to handle escalated operational issues.
- Professional Working Proficiency in English.
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We offer:
- Work in the international company.
- Hybrid working format (office/home office).
- Corporate education — courses and trainings, meetups and conferences.
- Voluntary health insurance after probation period.
- We promote healthy lifestyle and encourage employees by special fitness reimbursement policy.
- Effective onboarding program for a better start.
- Corporate events and team buildings.