Head of Customer Support 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 product IT businesses and win in global markets!

Now we are looking for a Head of Support for the PawChamp business!

PawChamp is an online dog training school. We help people become the best "parents" for their dogs. The company's product offers a detailed care and training plan for four-legged friends.

What challenges await:

— Scaling the support service: scaling the team to ensure efficient work support services, including general support and billing support;
— Analysis and improvement of the work of billing support and scenarios for processing customer requests for payments, their automation;
— Quality and efficiency control: Establishing OKRs and metrics for performance evaluation support services. Regular analysis and optimization of processes;
— Automation of processes: identification and implementation of automated solutions to reduce routine work and increase the efficiency of support;
— Working with reputation: monitoring and responding to reviews in Trustpilot, social media, App Store , Google Play and other platforms. Implementing a proactive approach to customer interaction;
— Optimizing scripts and processes: updating existing support scripts to provide better customer experience, developing new scripts for different cases;
— Improving user interaction: Identifying "pain points" users and implementing changes to increase their satisfaction with the product;
— Cross-functional collaboration: interaction with other teams (product, marketing, technical support) to quickly solve customer requests and improve the product.

What is important to us:

— Experience in managerial positions in the support service with proven achievements;
— OKR and KPI skills: the ability to define and achieve team goals through clear metrics;
— Technical expertise: experience working with support systems, in particular ZenDesk, and implementing automated solutions;
— Customer orientation: it is important to understand customer needs, identify problems and find effective ways to solve them;
— High communication skills: the ability to clearly and correctly formulate answers, work with negative feedback and reach a compromise with clients, communicate your vision to the team and management;
— Proactivity and strategic thinking: willingness to take the initiative and propose new ideas for the development of the support service.
— Good English is our main language of communication with customers;
— The ability to use AI tools for own productivity and optimization of support work;

In addition to businesses, we we are developing a charity fund SKELAR foundation from the employees of our venture builder to support the Armed Forces. Within the framework of the initiative, we create and finance large projects that help bring our victory closer. SKELAR is an environment for self-realizationpeople 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.

For this, we have created all the opportunities within our venture builder:
— 8 infrastructure teams that help startups close any questions: from recruiting to finance and legal issues.
— A community of founders who have already launched more than one business and can share practical experience.
— Internal clubs by professional areas: marketing, development, finance , recruiting.
— Trainings, courses, attending conferences.
— Health insurance and corporate doctor.

Let's build the next big everything together!< /p>