Head of Clients Care (English)

About the Position

We are looking for an experienced Head of Clients Care (English) to take full ownership of building, scaling, and leading our global support operations. In this role, you will design and implement high-quality support standards to effectively resolve complex inquiries from both external partners and internal teams across all regions.

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 a healthy lifestyle and encourage employees by a special fitness reimbursement policy.
• Effective onboarding program for a better start.
• Corporate events and team buildings.

Locations

• Dubai, United Arab Emirates
• Tbilisi, Georgia
• Warsaw, Poland

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