Head of Clients Care

Описание

Mitgo — компания, которая разрабатывает продукты в сферах MarTech, FinTech, Smart Shopping и других (такие как Admitad, Mobmio и др).

Responsibilities

• Lead and scale global support operations across various channels and regions.
• Design, implement, and optimize core business processes, operational frameworks, and SLAs to ensure consistent service quality.
• Build a seamless support model capable of handling diverse inquiries from both external users and internal stakeholders.
• Oversee the implementation and optimization of modern support platforms, ticketing systems, and operational workflows.
• Build, train, and mentor cross-cultural support teams, setting clear performance metrics and quality standards.
• Analyze operational data and feedback to drive continuous improvement in service delivery and internal collaboration.

Requirements

• Strong leadership track record in Customer Support, Service Operations, or Clients Care, ideally in dynamic tech environments.
• Hands-on experience establishing operational support structures, workflows, and service processes from scratch or transforming existing ones.
• Proven background in managing international or multi-regional teams and operating across different time zones.
• Solid understanding of support metrics, process design, and operational tooling.
• Excellent problem-solving and critical-thinking skills, with the ability to handle escalated operational issues.
• Professional Working Proficiency in English.

We offer

• Work in the international company.
• Hybrid working format (office/home office).
• Corporate education — courses and trainings, meetups and conferences.
• Voluntary health insurance after probation period.
• We promote healthy lifestyle and encourage employees by special fitness reimbursement policy.
• Effective onboarding program for a better start.
• Corporate events and team buildings.