Descripción de la oferta
ROLE PURPOSE The Deputy Head of Support & AI Operations is responsible for supporting and executing the global customer operations strategy across Customer Support and Telesales functions. The role combines operational leadership, process optimization, AI-driven customer experience transformation, and cross-functional collaboration to ensure scalable, efficient, and customer-centric operations across all markets. PRIMARY RESPONSIBILITIES Support the implementation and execution of Customer Support and Telesales strategy. Act as deputy to the Global Head of Support, ensuring operational continuity and leadership support. Oversee daily Customer Support and Telesales operations, maintaining service quality and operational efficiency. Monitor and improve key KPIs including CSAT, FCR, SLA, escalation rate, reach rate, conversion, and quality metrics. Drive AI-powered customer service initiatives across voice and digital channels. Coordinate with internal stakeholders and external AI vendors to improve customer journeys and automation flows. Identify operational inefficiencies and lead continuous improvement initiatives. Partner with Product, Risk, IT, Analytics, Legal, Compliance, and Marketing teams to implement operational improvements. Support workforce planning, resource allocation, and operational scalability. Prepare and present operational reports and business performance updates. Support team development, performance management, and cross-functional collaboration. Lead strategic initiatives related to customer operations transformation and automation. KNOWLEDGE & SKILLS Skills: Strong analytical and data-driven decision-making skills. Experience managing customer operations KPIs. Strong leadership and stakeholder management skills. Experience leading operational transformation initiatives. Ability to work effectively in fast-paced and scaling environments. Strong problem-solving and organizational skills. Knowledge/Abilities: Customer-centric mindset with strong operational focus. Experience with AI-powered customer service solutions and automation initiatives. Ability to identify inefficiencies and implement scalable solutions. Strong communication and cross-functional collaboration skills. PREFERRED QUALIFICATIONS & EXPERIENCE 5+ years of experience in Customer Support, Customer Operations, or Contact Center leadership. Experience managing large operational teams. Experience in fintech, lending, banking, or high-volume digital operations is preferred. Experience with AI-driven support solutions or automation initiatives is a strong advantage. Fluent English required; Spanish or Russian is a strong plus. BENEFITS Private health and dental insurance Discounted gym membership Freedom to work from home two days a week Kitchen with free coffee and fruit each Monday, Wednesday and Friday and snacks Team building activities and work in an international and passionate environment Don’t miss the opportunity to be part of a company that values innovation and talent! Join us and take your career to the next level
