Head of Freelance Support

Solar Staff is an international fintech company with a few offices around the globe. Our freelancer relationship management solution helps more than 2,500 businesses interact with their freelancers, taking care of talent onboarding, task management, security checks, copyright transfers, and payments in approximately 190 countries.

We are currently seeking an experienced Head of Freelance Support to strengthen our team!
 

What you will be responsible for

• Management of customer support and service quality control;

• Monitoring and influencing loyalty and satisfaction metrics of the service;

• Creating and maintaining a positive company image among clients and partners, actively participating in marketing events.

• Developing and implementing a strategy to improve customer service, analyzing implemented improvements;

• Active collaboration with the product team in terms of shaping and conveying customer requirements, enhancements, implementing changes, etc.

• Regular communication with existing customers to evaluate satisfaction with the company's products;

• Improving the quality of customer service, their satisfaction, and loyalty;

• Organizing service quality research and surveys;

• Handling complaints, resolving non-standard customer requests;

• Coordinating and monitoring the execution of customer requests, requirements, and wishes;

• Participating in the training and development of employees interacting with customers;

• Evaluating the quality of employees' work. Working on motivation programs;

• Updating and supplementing internal department documentation;

• Forming and filling the product knowledge base in the B2C domain;

• Evaluating workload.
 

It would be a huge plus:

• Being not only about numbers but also about people ❤️

• Having good knowledge and experience working with Intercom or a similar tool.
 

What we expect from the candidate:

• Experience in forming/transformation and leading customer support in a B2C technological product for at least 2 years;

• Knowledge of the principles of support and quality control departments + main metrics and how to influence them;

• Knowledge of customer loyalty and satisfaction metrics;

• Service intuition, deep understanding of all nuances of high-class customer service;

• Ability to react quickly, make decisions;

• Experience in diagnosing problem areas and forming recommendations for their elimination, establishing new processes in the team and company;

• Ability to handle oneself in complex situations and build relationships with clients skillfully;

• Interest in protecting customer interests and a high level of empathy;

• Proficiency in English (C1+) and Russian (C2).
 

What we offer:

• Remote work, flexible start of the workday;

• Comfortable collaboration within the team;

• Regular salary reviews - ensuring to always remain competitive in the market;

• Competitive compensation and solid benefits package.