Head of Customer Support in Oleksandr Rybak

The Senior Customer Support and Operations Team Lead is a strong leader with a mindset that allows them to build strong teams and processes that put our customers first while providing a continuous feedback loop from customers to various product teams.

#### Operations

- Help set and report against monthly and quarterly performance targets, communicate key insights and obstacles to the teams and the broader company

- Work closely with product teams to identify ways to improve experience while reducing customer contacts through product changes

- Increase quality, effectiveness, and efficiency within Customer Support as well as collaboration and communication between functions and teams

- Ensure that a group of teams provides good quality and efficient support and meets KPIs

- Identify opportunities for group performance improvement and support leads with performance management

- Lead group planning and ensure clear and impactful plans

- Create group long-term plans in alignment with regional and global OKRs

- Bring relevant initiatives to the regional level

- Ensure agents and leads have access to needed resources from supporting teams

- Validate forecast data

- Review and set operational goals for their group

#### People Management

- Ensure the team leads are equipped with all the necessary tools, training, and support to perform their daily people management and operational tasks, communicate job expectations

- Plan, monitor, appraise, and review job contributions/compensations; follow and enforce standards and procedures; comply with legal regulations; approve team budget invoices and ensure they are submitted for payment

- Support team lead engagement and motivation

- Lead interviews with agents or leads and make hiring decisions, communicate job expectations during the hiring process

- Provide effective feedback via regular 1-1s, biyearly GrowWise; propose compensation changes for leads, approve compensation changes for agents

- Support leads in setting actionable goals that enable their growth in WeFi.co

#### Relationship Management

- Maintain networks with various stakeholders within the organisation and the vendor management team

- Participate in cross-team initiatives with various stakeholders upon the need

#### Budgeting

- Responsible for the team budget in the assigned teams

#### Audit/Regulatory Compliance

- Communicate with legal counsel with the support of the People Team to remain compliant with governmental regulations

### Qualifications

- Experience leading Customer Service or customer-facing Operations team (experience in KYC is a strong plus)

- Experience being the lead of leads (your direct reports are team leads and indirect reports are customer service agents)

- Dynamic people leader who can effectively lead and develop your team and is comfortable having difficult conversations

- Passion for customer experience, technology, leading people and teams

- Ability to multi-task and take charge in challenging situations as well as ability to manage, delegate and oversee cross-team projects

- Highly analytical with the ability to dive into numbers to provide process improvements, prioritization and forecasting

- Proven track record of taking individual ownership and responsibilities beyond your main daily duties as well as being a great team-player

- Great cross-team collaboration and communication skills