Head of Online Technical and Customer Support (удаленная работа)

Вакансия: Head of Online Technical and Customer Support

Описание вакансии

EcoPlatform is a cleantech company that creates innovative solutions in the field of plastic and aluminum recycling. We develop advanced solutions for collecting plastic bottles, aluminum cans and textiles, turning the recycling process into an exciting experience.

We are is seeking a dynamic and experienced Head of Online Technical and Customer Support to oversee our operations in the MENA region. The ideal candidate will be fluent in both Russian and English and possess a strong background in technical support and customer service.

Responsibilities:

• Lead and manage the online technical and customer support team to ensure the highest level of service delivery.
• Develop and implement strategies to enhance the online support experience for customers.
• Handle escalated technical issues and provide timely resolutions to ensure customer satisfaction.
• Collaborate with cross-functional teams including IT, operations, and marketing to address customer concerns and improve service quality.
• Monitor key performance indicators (KPIs) to measure the effectiveness of the online support team and identify areas for improvement.
• Develop training programs and materials to continuously improve the technical skills and product knowledge of support team members.
• Stay updated on industry trends and best practices in online customer support to drive innovation and efficiency.
• Analyze customer feedback and data to identify trends, issues, and opportunities for improvement.
• Ensure compliance with company policies and procedures, as well as legal and regulatory requirements.
• Act as a liaison between customers and internal stakeholders to advocate for customer needs and drive product enhancements.

Qualifications:

• Bachelor s degree in a relevant field such as computer science, engineering, or business administration.
• Fluency in Russian and English languages (both written and spoken) is mandatory. Arabic as a huge plus.
• Proven experience in a leadership role within technical support or customerservice, preferably in the technology or retail industry.
• Strong technical aptitude with the ability to troubleshoot and resolve technical issues related to software, hardware, and mobile applications.
• Excellent communication and interpersonal skills with a customer-centric mindset.
• Ability to prioritize tasks, manage multiple projects simultaneously, and work effectively under pressure.
• Experience working in a multicultural environment and managing teams across different regions is preferred.
• Proficiency in using CRM software and other support tools to track customer interactions and analyze data.
• Strong analytical skills with the ability to interpret data and generate insights to drive decision-making.
• Passion for sustainability and environmental conservation is a plus.

What we can suggest:

• Ambitious tasks with a technologically advanced product that society needs
• Competitive salary
• Prospects for Development and growth in an international company
• Flexible work schedule
• Young, friendly team, lack of bureaucracy, open management

J oin us and be part of a team dedicated to making a positive impact on the
environment while providing exceptional service to our customers in the MENA region.
Apply now to embark on an exciting journey with us!