Head of Support, EdTech in Englishdom

Direct Message Participant Putting a Job from Englishdom Alina Khoma Alina Khoma Human Resources Manager Hello from the Englishdom team! We are a product Edtech company that changes the education market. Today we are one of the leaders in Edtech of Ukraine. For 10+ years we are helping students to achieve their goals and dreams in English - not just learn English, but change their lives for the better. During this time we released 50k+ students, collected a team of teachers from 1000k+ people from all over the World and were included in the top 100 edtech projects. Our mission: give freedom in learning English for dreaming dreams. , but also change life - find a new job, move abroad, fall in love of Support, which will build the processes of the Support team to provide good client experience and ensure a re -payment plan. Will update the processes and will manage the unit that includes students' support, the return of positions. : Optimization and automation of Support and Re-Sale operating processes. Diminct the cost of student service through automation or improvement custom experience. Improvement of indicators:- outflow of students;- the level of satisfaction of students (CSI and NPS);- the cost of returning the student. Use of students' appeals as a source of insights to improve the product. Implementation of additional analytical boards for strategic decisions. processes using Creatio and Quizbot, other systems. Zone Responsibility: Strategic Leadership and Customer Experience Management. Operating and Automation of Operational Processes in Support (Students and Teachers) and Re-Sale, reduction of Contact Rate Reference (KPI) support students and their satisfaction, resolving issues from the first appeal (FCR), product content indexes (CSI and NPS) and operational efficiency. Development and implementation of the strategy of using students' interaction channels, testing of combinations to achieve optimal results. Formation of high productivity culture. Development of automation solutions. Control of development and support of interaction systems with clients. Summary of the experience of the coalvowers in the use of students' interaction systems. Understanding and convenient user experience. Operational efficiency and cost optimization: team management of up to 40 employees together, to ensure efficient workflows, distribution of resources and ordering of training. Personnel management. and drawing up schedules. Development of employees. Development of standards of service, evaluation criteria employees, checks of evaluation letters. Or understanding of the architecture of interaction systems with students. EDTECH work or related fields. But compulsory experience in B2C.KAKS Analytics and ability to work with data. Knowing to find growth points through client queries analytics. Executive management of operating teams. Automacy in making decisions and vision of causal - consequences. Energy of leader in motivation Changing.What we offer: autonomy in decision making (with the agreement of key strategies from CEO) .bonal motivation (quarterly + monthly), which depends directly on the results of business work in general and individual metrics. The circular team focused -which corner of the world! Work on the growing market with huge potential and social significance.50% Discount on study English for employees and their children; Free Speaking Clubs.D. 80% Vocational training (courses, webinars, Meet UPS, etc.). Send us a resume and we will contact you! We are waiting for you in the team! 💚 Show More Show LESS Official level Director Type of employment Full -time Industry Vocational training and coaching