Head of Online Technical and Customer Support (MENA)

We are a global cleantech company producing and operating innovative solutions for plastic and aluminium recycling - Reverse Vending Machines.

We are creating a global infrastructure that eliminates cause of plastic and aluminum pollution: collecting bottles and cans for recycling before they become waste, hence becoming an essential part of circular economy. We believe in encouragement rather than blame, motivating people worldwide with special rewards to shape a sustainable habit and make everyday recycling effortless and enjoyable for everyone.

We're seeking a dynamic, experienced Head of Online Technical and Customer Support to oversee the customer support team across the MENA region. The ideal candidate is bilingual in Russian and English, with a solid background in technical support and customer service.

Responsibilities:

• Lead the online technical and customer support team to provide exceptional service

• Develop and implement strategies to improve the online support experience for customers

• Handle escalated technical problems and provide quick solutions to enhance customer satisfaction

• Collaborate with cross-functional teams including IT, operations, and marketing to resolve customer complaints and improve service quality

• Monitor key performance indicators (KPIs) to measure the online support team's performance and identify areas for improvement

• Create training programs to continually enhance the technical skills and product knowledge of support team members

• Keep up-to-date with industry trends and best practices in online customer support to foster innovation and efficiency

• Analyze customer feedback and data to identify trends, issues, and opportunities for improvement

• Ensure compliance with company protocols, procedures, and legal and regulatory requirements

• Advocate for customer needs and promote product improvements by acting as a liaison between customers and internal stakeholders.

Qualifications:

• Bachelor's degree in a relevant field such as computer science, engineering, or business administration

• Fluency in Russian and English is required (both written and spoken). Knowledge of Arabic is an advantage

• Proven experience in a leadership role within technical support or customer service, preferably in the technology or retail sector

• Strong technical skills with the ability to troubleshoot and resolve software, hardware, and mobile application issues

• Excellent communication and interpersonal skills, with a customer-focused approach.

• Ability to prioritize tasks, manage multiple projects simultaneously, and perform effectively under pressure

• Experience in a multicultural setting and managing teams across various regions

• Proficiency in using CRM software and other support tools to monitor customer interactions and analyze data

• Strong analytical skills with the ability to interpret data and generate insights for decision-making

We offer:

• Challenging tasks, working on a technologically advanced product that society needs

• Competitive salary

• Opportunities for development and growth within an international company

• Remote work format with flexible hours

• Young, friendly team, transparent management