Descripción de la oferta
Experteer Overview Por favor, asegúrese de leer atentamente los siguientes detalles antes de enviar cualquier solicitud. In this role, you will lead the human side of Preply’s global support, guiding a scalable, data-driven organization. You’ll grow both internal operations and external BPO partnerships, aligning QA, Training, and Workforce Management with AI-driven initiatives. You’ll shape a high-value customer engagement layer for complex interactions and ensure a seamless blend of human and AI support. This is a pivotal role to scale world-class customer care in an AI-first company and drive meaningful impact at global scale.Compensaciones / Beneficios• Lead and scale a global support team across regions, fostering data-driven performance and customer obsession• Develop and strengthen the operational leadership layer with clear accountability and growth paths• Manage internal support and external BPO partnerships with SLAs, KPIs, and escalation protocols• Create a high-skilled customer engagement group for complex, high-value interactions• Align Operations, QA, Training, and WFM into one coherent function with shared goals• Own the AI strategy across the human support function and drive agentic workflows• Drive adoption of AI tools across all supporting functions to boost productivity• Collaborate with AI Support Delivery to unify human and AI chatbot experiences• Monitor SLAs, CSAT, resolution times, and build real-time reporting dashboards• Surface insights to improve product, UX, and processes with cross-functional teams• Maintain a customer-first mindset while operating in a fast-growing environment• Support scalable growth while maintaining quality and consistencyResponsabilidades• 10+ years in customer support or operations management• At least 3 years in a senior leadership role• Experience leading large, distributed global teams• Experience managing BPO vendors at global scale• Experience xcskxlj integrating QA, Training, and WFM with core operations• Demonstrated experience applying AI in human support• Strong analytical skills and data-driven performance management• Excellent cross-functional communication and influencing abilities• Customer-first mindset and ability to operate in ambiguity• Comfortable with scaling and shaping a function in a fast-growth contextRequisitos principales• generous monthly lessons allowance• Learning u0026 Development budget• health insurance• relocation package to Barcelona• mental health support platforms• gym and wellness opportunities
