Head of Customer Services in GIGACLOUD

25 липня 2024

Head of Customer Services

Київ

Giga Cloud — leading Ukrainian cloud provider with over 150+ global partners, and 4 data processing centers. GigaCloud has helped 1,500+ companies since 2016 with digital transformation using cloud technologies. Our diverse client base includes large corporations, government agencies, and SMEs. We serve over 20 million users daily in Ukraine, Poland, and beyond. Recognized as the best IaaS provider in Ukraine for 2021 and 2022, we offer 24/7 support and customized solutions. Our infrastructure includes four data centers in Poland and Ukraine, guaranteeing a 99.95% SLA with financial liability.

Our Mission: We create cloud space to increase your level of Freedom! GigaCloud seeks a highly skilled and experienced Head of Customer Services !

Location: Ukraine (Kyiv office) or Europe (Warsaw office or Remote)

Subordination: СОО
Directional team: 3 leads; 32 team workers

As Head of Customer Services , you will manage PreSales, Technical Account managers, Customer Service and Technical Support teams. Your mission will be to create an engaging working environment, foster cross-functional collaboration, and continuously improve customer experience.

Responsibilities:

• Develop and implement customer care strategies.
• Lead and support customer support teams.
• Oversee resolution of customer inquiries and complaints.
• Develop plans for an omnichannel service experience.
• Work closely with sales, marketing, and product development teams to ensure
• alignment and address customer needs.
• Implement processes to improve efficiency.
• Monitor customer interactions and service levels.
• Develop relationships with stakeholders.
• Analyse performance metrics and implement improvements.
• Prepare reports for stakeholders.
• Provide strategic thinking to evolve the business.
• Promote new ways of working for customers and the business.
• Stay updated on industry trends.

Requirements:

• Significant experience in a similar role (B2B product/service).
• Financial and budget/expense management experience.
• Established track record of exceeding targets, and KPIs/SLAs, in a quality-led.
• Strong understanding of CRM systems and customer care technologies.
• Familiarity with our industry is a plus.
• Experience using help desk software and remote support tools.
• Strategic thinking and planning.
• Experience managing operational customer service teams.
• Able to adapt and succeed in a changing environment.
• Excellent communication and negotiation skills.
• Demonstrate ability to motivate and communicate with others at all levels.
• Evidence of well-developed leadership skills.

We offer you:

• Having the capability to create something new and witness your input
• You can find confidence in the future here,but rest assured it won’t be dull
• Join our experienced team that values professional development and embraces new opportunities
• Full-time employment contract
• Flexible working schedule
• Medical insurance
• Paid vacation, sick leave