Head of Customer Support
IREV is a revolutionary performance marketing company for escalating partnerships and performance. At IREV, we are passionate about building software that solves business problems. We partner with Advertisers, Publishers, and Networks to transform the way they interact, use technology and work with data. Our software is used to increase productivity, optimize processes, and see results in ROI instantly.
We are seeking an experienced and proactive Head of Customer Support to join our company. The successful candidate will be responsible for setting up and managing the customer support team, creating and implementing customer support processes and procedures, and ensuring that our customers receive the highest level of support and service.
- Developing a strategic plan for the customer support unit that aligns with the company's objectives.
- Reviewing current customer support processes to identify areas for improvement and implementing changes to enhance the quality of service.
- Leading and managing the customer support unit, providing guidance and coaching to improve performance and productivity.
- Develop and implement customer support processes and procedures that meet the needs of our customers and our business goals.
- Monitoring customer satisfaction levels and taking corrective actions when necessary to ensure that client needs are being met.
- Ensure that customer support goals and KPIs are met or exceeded, and report on progress to senior management.
- Collaborate with cross-functional teams to resolve customer issues and ensure customer satisfaction.
Our ideal candidate will possess:
- 5+ years of experience in Customer Support, with at least 2 years in a leadership role as Head of Customer Support.
- Strong communication skills and fluent in English (C1+ level).
- Demonstrated success in setting up and managing a customer support team, including hiring and training team members.
- Proven ability to develop and implement customer support processes and procedures that improve customer satisfaction and business performance.
- Experience in analyzing customer support data and using it to make data-driven decisions.
- Ability to work collaboratively with cross-functional teams, and to manage multiple projects simultaneously.
- Passion for customer support and commitment to delivering an exceptional customer experience.
- Experience in a startup or fast-paced environment, with the ability to adapt to change quickly and thrive in a dynamic environment.
- Comfortable office in the center of Limassol, Cyprus.
- An inclusive and adaptable company culture.
- Competitive salary based on experience.
- Visa help for qualified candidates.
- 20 days paid vacation.
- 7 days sick leaves.
- Yearly Flex days.
At IREV, we believe that our success is built on the success of our employees. We are committed to providing a positive and rewarding work environment where everyone has the opportunity to thrive and contribute to our shared goals. If you meet the above requirements and are passionate about delivering excellent customer service, we encourage you to apply for this exciting opportunity to join our dynamic team.