Компания: Частная компания “Automated Communication Solutions Ltd.”
Город Казахстан, Астана
Зарплата:
Размещено: 2025-09-20 08:01:05
Описание
Мы ищем опытного Support Manager, который сможет выстроить эффективные процессы клиентской поддержки и возглавить команду специалистов. В наших проектах важнейший приоритет — это качество сервиса и удовлетворенность клиентов, поэтому нам нужен лидер, который умеет мотивировать команду, внедрять новые стандарты работы и обеспечивать высокий уровень клиентского опыта.
Основные обязанности:
Управление командой поддержки (5–10 человек): постановка задач, контроль KPI, наставничество.
Оптимизация процессов обработки запросов, внедрение новых SLA и повышение качества обслуживания.
Контроль показателей CSAT, NPS, FRT, AHT и регулярный анализ данных для улучшения процессов.
Решение сложных клиентских кейсов и организация эскалаций.
Проведение тренингов, разработка инструкций и скриптов, организация адаптации новых сотрудников.
Внедрение автоматизации и новых инструментов для повышения эффективности работы поддержки.
Требования:
Опыт работы в службе поддержки на руководящей позиции от 2 лет.
Навыки управления командой и разработки KPI.
Опыт внедрения и оптимизации процессов поддержки.
Работа с системами тикетов (Jira, Zendesk, Freshdesk и др.) и CRM.
Владение английским языком на уровне B1 и выше.
Отличные коммуникативные и лидерские качества, умение работать с обратной связью и стрессоустойчивость.
Мы предлагаем:
Оклад + бонусы.
Полностью удалённый формат работы.
График: Пн–Пт, полный рабочий день (5/2) с возможностью гибкости.
Перспективы карьерного роста до Support Lead и выше (управление другими департаментами).
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