About the position

As the Head of Customer Service, you will be managing our front-line correspondents, making sure that our

customer service always delivers outstanding support.

• Responsibilities of the team leader include daily frontline interaction with our customers

through email. Help with everything from orders to simple technical questions - and everything

in between. Test and implement interactions through chat and phone.

• Monitoring/managing / improving our Trustpilot page and raising customer satisfaction levels.

• Performing daily ticket trendspotting, ticket quality audit and looking for active solutions.

• Develop and manage customer service agents by monitoring productivity, quality and

adherence using KPIs. Creating reports to represent customer service efficiency to the

company.

• Communicating with Logistics, Supply chain, E-commerce, Finance and other departments in

order to improve CS workflow and align the processes.

• Suggesting new procedures and creating SOPs to improve customer service workflow.

• Advising agents on complicated cases and resolving escalated customer issues.

• Onboarding new team members, advising less experienced agents.

We seek the following qualifications:

• Experience delivering excellent customer service, both verbally and written.

• Experience in Customer Support Team leader position is a PLUS

• Critical thinking, ability to make decisions independently, responsibility to coordinate decisions

with all departments.

• English proficiency (additional languages a PLUS)

• Basic skills in Word, Excel, and G-mail

• Experience in working with Customer Relationship Management systems preferably Zendesk

• SoMe (social media) savvy is a plus.

• Willingness to learn, combined with a strong can-do start-up attitude

• Able to perform under pressure and find ways how to motivate the team.

The Company offers:

• A fun, dynamic, working environment

• A safe, open environment for voicing ideas/thoughts

• Remote work possible