We are a rapidly growing company at the forefront of innovation in the EdTech industry, dedicated to shaping the future of education through groundbreaking products and services. We are looking for a Head of Customer Support.
The Head of Customer Care will lead the strategy, execution, and continuous improvement of our customer support function within a rapidly growing IT environment. This role requires a balanced approach: serving as the customers’ advocate to ensure a top-tier user experience, while also emphasizing the business’s operational and financial goals. The successful candidate will prioritize scalability, automation, and data-driven decision-making to support global expansion and meet key performance metrics.
Main Responsibilities:
1. Strategic Leadership & Scalability:
- develop and implement a comprehensive customer care strategy aligned with business goals, focusing on scalable solutions as the company grows.
- anticipate future support needs and design infrastructures that can handle increasing volumes and complexity, especially as user bases and product lines expand.
2. Automation & Process Optimization:
- identify and implement automation tools, AI-driven chatbots, and self-service solutions to enhance efficiency, reduce response times, and ensure consistent service quality.
- continuously refine and optimize workflows to improve agent productivity and minimize manual effort, allowing the team to focus on complex, value-added tasks.
3. Continuous Improvement & Innovation:
- drive a culture of ongoing learning, analysis, and refinement.
- use data analytics to monitor key metrics and identify root causes of issues to drive iterative improvements.
- stay current with industry best practices, emerging technologies, and customer engagement trends to ensure a cutting-edge approach to customer care.
4. Operational Management & Team Leadership:
- oversee day-to-day operations of the global customer care function, including hiring, mentoring, and developing a high-performing team.
- build a collaborative environment, encouraging cross-functional communication between customer care, product, data science, and marketing teams.
Requirements:
- Development of Communication Guidelines and Scripts: Ability to create standardized messaging frameworks, including scripts and tone guidelines, ensuring all support interactions are brand-consistent, clear, empathetic, and aligned with the company's customer experience philosophy.
- Expertise in Customer Support Platforms and Tools: In-depth knowledge of industry-standard CRM and ticketing systems (e.g., Zendesk, Freshdesk, Front, Salesforce), as well as experience setting up and optimizing omni-channel support environments (phone, email, chat, social media).
- Demonstrated success implementing automation, AI-driven tools, or other technology solutions to scale support operations
- Business Acumen: Strong analytical skills and experience using data-driven insights to guide decisions, measure success, and drive continuous improvement.
- Analytical Excellence: Exceptional skill in interpreting complex data, identifying trends, and delivering actionable insights.
- Exceptional communication, leadership, and team-building abilities within diverse, cross-functional teams.
- Regulatory and Compliance Awareness: Understanding of industry-specific regulations, data privacy laws, and compliance standards relevant to edtech and customer support operations
- English - Advanced
Why You'll Love Working With Us:
- Impactful Work: Your contributions will directly shape the future of our company.
- Innovative Environment: We're all about trying new things and pushing the envelope in EdTech.
- Freedom: flexible role based either remotely or hybrid from one of our offices in Cyprus, Poland.
- Health: we offer Health Insurance package for hybrid mode (Cyprus, Poland) and health corner in the Cyprus office.
- AI solutions: GPT Chat bot/ Chat GPT subscription and other tools.
- Wealth: we offer a competitive salary.
- Balance: flexible paid time off, you get 21 days of annual leave + 10 bank holidays.
- Collaborative Culture: Work alongside passionate professionals who are as driven as you are.