Head of Support

Yandex is a tech company that transforms globally sourced technologies into everyday services for local enrichment. With an unwavering commitment to innovation, we reshape and enhance leading cutting-edge technologies from around the world into seamlessly integrated daily services for diverse regions.

Our mission is to bridge the gap between leading world innovations and local communities, fostering connections and enhancing everyday living experiences.

We are currently looking a Head of Customer Support for global markets.

Tasks that await you:

• Meeting operational targets for local lines (SL, LCR, CSAT, CPO)
• Analyzing and developing strategies to reduce customer and partner churn rates
• Maintaining sufficient access to tools and managing response logic
• Calculating and submitting KPI-based incentives achieved by employees
• Building and managing the conversational review team, reviewing employee performance, providing feedback when errors are identified, and ensuring employees listen to calls and read support chats
• Building and managing regional support teams and processes
• Handling the hiring process for the support team

We expect that you:

• Have the ability to work quickly, leveraging structure, proactivity, and a systematic mindset
• Have excellent communication skills with fluent spoken and written English
• Have three or more years of experience meeting impressive KPIs in support
• Have experience managing a team of 50+ people
• Are able to find non-standard solutions under challenging conditions and build a support service
• Have strong analytical skills with the ability to develop and execute strategies to reduce churn rates

It'd be a plus if you:

• Have experience working in IT
• Have experience working in B2B support, fielding 100,000+ requests per month
• Have experience improving customer experience for a supported service
• Are familiar with trackers and referral systems such as Zendesk, OTRS, Jira, Bitrix24, and others