Customer Support Operations Manager in SKELAR

SKELAR is a venture builder that builds international product IT companies according to the rules of the venture investment world. Together with the co-founders, we gather strong teams to launch food IT businesses and win in global markets.

HabitONE is a complete ecosystem of functional nutrition that offers convenient and tasty superfoods. We are dynamically building a business in the US market and in 2.5 months the team has grown 3 times, we have fully launched the product and are already delighting American consumers with our useful and tasty products, and we are also preparing to expand our portfolio and are moving forward at all times. To infinity and beyond! 

We will be glad to meet you and come to us!

We are currently looking for a Customer Support Operations Manager to join our team. In this role, you will be the voice of the HabitONE brand in communication with our US customers.

This is not just a support job - you will be the person who creates the best customer experience in the superfood category. You will not only become a part of our general team, but you will also be able to build processes from 0, create your own team and influence the development of the entire company. It will depend on you whether John and Karen like us in the USA.

What will be your main tasks:
— CS system implementation - development of the customer support system, creation and control of the main KPIs, directions, processes;
— Technical customer support stack implementation - you will develop the technical part of the customer support system. From the initial setup of the HelpDesk, working with various ai-tools to optimization, creating FAQ, QA, etc.;
— Customer support and communication - maintaining a positive experience of communicating with our consumers, constant communication with them, solving their questions, training about our product, etc.;
— AI-process optimization tools - it's always nicer to hand over your work to an AI, right? You will implement and improve support elements in order to optimize manual work as much as possible;
— Constant development - constant work on the support system, expanding the knowledge base, articles, improving the consumer experience;
— Implementation of your ideas and proposals from the first working day;
— Brand health, mentions, PR&Comms - you will potentially have the opportunity to create a brand management system, TOV, brand mentions, internal and external PR.

What is important to us:
— Empathy, ability and love to communicate with people;
— Experience in customer support from 1+ years;
— Previous experience in using tools (Zendesk, Gorgias, Intercom, etc.) and the ability to work with HelpDesk tools;
— High levelEnglish language (B2-C1);
—Experience in technical setup of HelpDesk.

In addition to businesses, we develop the SKELAR foundation - a charitable foundation created by the company's employees. As part of the initiative, we create and finance projects that contribute to overcoming the consequences of the war and rebuilding Ukraine.

SKELAR is an environment for self-realization of people who are able to create successful companies. We call such companies the next big everything. We believe in their power and scale. We plan to continue to develop tech businesses, conquer global markets and work for the victory of Ukraine

Let's build the next big everything together!