Customer Support Operations Manager in SKELAR

SKELAR is a venture builder that builds international product IT companies according to the rules of the venture investment world. Together with the co-founders, we gather strong teams to launch product IT businesses and win in global markets.

Spirio is venture builder SKELAR's business, which builds an educational platform that offers courses, guides and practices based on Eastern philosophies to help people enjoy life and be happy.

The startup has already successfully closed 2 rounds of funding, found unit-economy and attracted new investments to scale the business and develop mobile applications with ambitions of "App of the Year".

So this is an incredible opportunity to join the product team, be among the first colleagues and work closely with the co-founders!
We are currently looking for a Customer Support Operations Manager to join our team. 

What challenges await:
—Prediction and scaling: You will need to calculate the load in advance. Your job is to understand when it's time for us to expand, so that the team grows on time and meets the pace of marketing. You need to organize shift work so that support is stable 24/7 and context transfer between teams is seamless.
—Operational Management: You become the owner of processes within support. Your role is to see where we're slowing down, clean up routines, and continually improve engagement mechanisms.
—Analytics and Goals: Numbers management and team goal setting. You will implement KPIs, monitor metrics and make decisions based on real data, not intuition.
— AI automation: One of the priorities is the implementation and training of AI agents. This will help us optimize the cost of handling requests (Cost per Ticket) and free people to solve really complex cases.

What is important to us:
—Leadership: You know how to drive people, mentor and create an atmosphere of responsibility and trust.
—Management Experience: You have solid experience in managerial positions in Support/CX. You know how to build large teams and manage a department.
—Analytical Mindset: Ability to work with data, build reports and propose changes for the business based on numbers.
—Product Experience: Understanding the specifics of product IT. You know how to turn feedback from users into insights to improve the product.
— English Proficiency: Language proficiency from B2, to communicate freely with the team and understand the requests of our users around the world.

Will be a plus:
— AI Implementation: Experience implementing artificial intelligence, next-generation chatbots or automation support processes.

Our processes:
—Agility & Speed: Quick decision-making, lack of bureaucracyand the opportunity to implement your ideas "here and now".
—Data-driven: We verify all hypotheses with numbers and tests
— People-first: We believe that happy and engaged people are behind a successful product.

In addition to businesses, we are developing our own charity fund SKELAR foundation - a charity fund created by company employees. As part of the initiative, we create and finance projects that contribute to overcoming the consequences of the war and rebuilding Ukraine.

SKELAR is an environment for self-realization of people who are able to create successful companies. We call such companies the next big everything. We believe in their power and scale. We plan to continue to develop tech businesses, conquer global markets and work for the victory of Ukraine.

For this, we have created all the opportunities inside our venture builder:
— 8 infrastructure teams that help startups solve any issues: from recruiting to finance;
— A community of founders who have already launched more than one business and can share practical experience;
— Internal clubs by professional areas: marketing, development, finance, recruiting;
— Trainings, courses, attending conferences;
— Medical insurance and corporate doctor.

Let's build the next big everything together!