סקירה כללית

Impact and responsibilities
Customer support & Fulfillment have an intimate connection and you will take ownership here to ensure they act in concert with one another.
Customer Support
• Develop, implement and manage all our customer service procedures, policies, and standards
• Act as the “voice of our customers” gathering and disseminating critical customer feedback on our service to the relevant departments ensuring we are hearing our customers at every stage of the business and improving our service to continually improve the customer experience
• Define the key department OKRs and lead the team to deliver on time and continually
• Supervise day-to-day operations in the customer service department, including direct supervision of remote team leads
• Grow and train future team members to meet the businesses growing needs
• Handle complex and sensitive customer cases personally with a hands-on approach
• Stay informed on the latest industry techniques and methods
• Analyze our support database to generate new insights and action items

Operations
• Operate within our Product Fulfillment Lifecycle managing operational and automated processes to ensure smooth product delivery
• Manage on-going communications with our vendors
• Troubleshoot fulfillment issues with advanced data dashboards and tools
• Collaborate with the Product, Dev and Data team as well as external services to plan and upgrade our lifecycle process to further automate and scale operations

דרישות המשרה

Fanatical passion for service and customer satisfaction. Bringing a smile to customers' faces is a key passion for you
• Proficiency in English with excellent written and verbal communication skills
• Exceptional interpersonal and communication skills
• Proven track record of taking ownership and driving results
• 1+ years experience as a Customer Support Specialist, manager or similar CS / operations role
• BA Degree
• User centric approach
• Analytical skills and data driven mindset

Advantages
• Familiarity with our industry
• Shopping / gaming enthusiast
• Experience using help desk software and remote support tools
• Experience working and / or managing global remote teams
• Experience working for a B2C company

Personal Skills
• Positive attitude, empathy, and high energy
• Ability to take initiative and adapt
• Work prioritization, planning and task delegation
• Excellent communication and problem-solving skills
• Auto-didactic
• Eager to impact with new processes and ideas
• Knows to keep the big picture in mind while hands on
• Leadership skills
• Ability to work in a high-pressure environment
* משרה מס׳ #170219 מיועדת לגברים ונשים כאחד