مطلوب موظفين للعمل لدى جواكر في الأردن
We are looking for an experienced Head of Customer Support to provide excellent customer service and to promote this idea throughout the organisation. The goal is to keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention and to meet their expectations.
Why Jawaker
At Jawaker, we’re flat by design. We don’t like big egos. Everybody can learn, play and collaborate with everybody. We appreciate innovation and new ideas, and are always willing to drastically change and adapt to anything that would add value for our players. We encourage learning and knowledge advancement, and require our team to attend conferences, take workshops, and to explore beyond their comfort zone. We also understand that great work deserves great compensation, and thus we offer very competitive packages.
What We Offer
A fun environment focused on learning and ownership.
No bureaucracy, flat hierarchy and open communication.
Flexible working schedule and work-from-home days.
Best available health insurance, and we cover spouses and children.
Delicious lunch catering and awesome coffee.
Work with awesome people and impact millions of daily players!
Responsibilities:
Strategically lead and develop a senior operational management team to enhance performance by setting clear accountable performance measures.
Accountable for ensuring full regulatory compliance and legal requirements. Identification of any potential risk issues.
Schedule meetings with the internal teams to discuss and resolve customer service failures/customer concerns on time.
Work cross-functionally across the business with Client Success, Sales, Product, Engineering, and Operations making sure customers get the help they need.
Identify and implement technology solutions that help us provide a better customer service experience.
Ensures teams have clear expectations in role and performance metrics that are shared down to the individual contributor.
Leveraging data and systems to analyze and measure key performance metrics to ensure success; continually work to refine and leverage data proactively to run the business and gain operational insights.
Partnering closely with Customer Support Supervisor to provide ongoing customer feedback and input in support of product roadmap and strategy.
Play an active role in the Global Customer Success Leadership Team to help develop and define the overall strategy for the organization.
Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment.
Comfortable with managing a large global team.
Identifying and providing feedback through 1:1s, effective use of personal development plans and provision of coaching & development opportunities.
Requirements:
Extensive experience of managing operational customer service teams.
8+years leading customer support teams/organizations .
BS degree in Business Administration or related field.
Awareness of industry’s latest technology trends and applications.
Ability to think strategically and to lead.
Proficiency in English.
Nice to Have
The ability to work in a fast-paced environment.
Detail-oriented.
Excellent communication skills.
If you are an interested candidate, don’t hesitate to send us a fresh copy of your resume and a paragraph
or two telling us more about yourself, what field of work excites you, and why you are interested in working at Jawaker – through the email: [email protected]
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