Rocket is a foodtech company that creates best-in-class technology to deliver exceptional service across all food delivery stakeholders: businesses, couriers and our customers.
We make it simple for consumers to order from more than 6000 of their favorite businesses across the Netherlands Ukraine and Cyprus.
We are committed to ensure our partners earn more profit and receive outstanding support as they build and grow their delivery offering. We provide our partners with top-of-the-line technology, an on-demand fleet of couriers and dedicated account management.
We aim to create the shortest distance between every local merchant and our customers’ doorstep.
Our goal is to always deliver fast, fresh, wherever and whenever you need us.
We are Rocket people. We work to deliver faster, farther, always. Join the team!
Your Responsibilities:
- Be primarily responsible for the success of our Customer Support Center in Vinnytsia; - Oversee the day-to-day operations of our young and dynamic team of 160+ agents; - Manage and grow your own team of leaders through routine feedback, mentoring, and performance monitoring; - Lead projects and initiatives to improve our overall customer experience; - Establish and monitor the Customer Support team KPIs including (not limited to) response times, resolution times, and customer satisfaction; - Document and improve our processes and associated metrics to ensure a high level of customer satisfaction and retention; - Analyze relevant data from our internal systems to find training and coaching opportunities for team members; - Collaborate with colleagues from other teams and countries to share best practices and standardize our way of working; - Be a role model for your team by living the Rocket values and being user-obsessed to ensure all customer interactions end positively.
Our Ideal Candidate:
- 5+ years of experience in managing a multi-layered Customer Support organization with multiple leadership levels; - Strong experience managing fast-scaling and user-obsessed customer support teams; - Familiar with using help desk systems to track all communications across all channels as well as monitoring performance using analysis tools (direct -- Zendesk experience a big plus); - Ability to inspire and motivate all team members, including leaders, to drive happiness and performance; - Fluent, both written and verbal, in Ukrainian and Russian; - Command of the English language in a business environment (preferably B1 or higher).
Why is Rocket a good place?
You will work with a skilled team & open-minded management; You will make an impact on the product, made in Ukraine and used by millions; You will contribute to the booming food-tech market; You will have challenging tasks on-the-job & ambitious goals.
Our Rocket lifestyle is:
We are not afraid of challenges — we love them; Our goals are always ambitious — perseverance helps us on reaching them; Rocket People support each other. We are not indifferent, and our management is always open for a conversation; Always DAY 1: every single day for us looks like the first one — full of energy and ideas; We are eternal learners, we learn even on our mistakes (which is totally okay).
Being one of Rocket People, you obtain:
A lot of opportunities for your personal growth, learning & development; Flexible working hours & remote opportunities; True ownership & impact on the product; Team events & various sport activities; Comfortable offices & lunches discounts; 20 working days of paid vacation, 15 sick leave days per year & birthday day off.