• Lead and scale our global Customer Support organisation to deliver fast, high-quality and consistent customer experiences across regions and channels • Own the global support strategy, operating model and performance outcomes – balancing standardisation with regional nuances • Architect and run a 24/7 operating model, including regional hubs, escalation paths, and on-call rotations, supported by robust SOPs and governance • Define and manage global SLAs (e.g. FRT, resolution time, backlog health) and own the end-to-end analytics engine (CSAT, NPS) • Lead regular updates and drive continuous improvement through global QA, case audits, and standardized coaching programs • Lead the design and optimization of the global support tech stack (ticketing, telephony, chat, community, knowledge) in partnership with internal teams • Drive deflection initiatives through knowledge management and in-product guidance to reduce contact rates while simultaneously improving the customer experience • Act as the primary bridge between Support and Product/Engineering to improve supportability standards, incident management and bug prioritisation • Represent Voice of Customer and lead Support response for crisis management and major incidents, ensuring clear executive visibility and timely customer communications • Build and develop a high-performing, diverse global support organisation, including regional leaders, hubs and specialist pods, through strategic org design and career pathing • Own the vendor/BPO strategy, performance and commercials, ensuring cost-efficient and compliant operations across regions.

• Atención al cliente para proyecto internacional • Soporte vía chat, teléfono y email

• Establishment, implementation and continuous optimization of an efficient end-to-end process for handling new customer orders for a major client • Analysis of existing workflows and identification and implementation of optimization and automation opportunities • Definition of clear process structures including responsibilities, interfaces, KPIs, and comprehensive documentation (e.g., SOPs, work instructions) • Management of implementation in day-to-day operations and close coordination with internal departments to ensure smooth order processing • Training and support for national and international teams during implementation

• Vedenie a rozvoj CX tímu • Pravidelný koučing, poskytovanie spätnej väzby a nastavovanie jasných priorít pre tím zameraný na maďarský trh • Budete mentorovať špecialistov a starať sa o to, aby celý tím ťahal za jeden povraz • Riadenie kvality a zákazníckej spokojnosti • Sledovanie kľúčových CX metrík (NPS, CSAT, FCR) a neustále zvyšovanie štandardov našej starostlivosti • Optimalizácia zákazníckej cesty (Customer Journey) • Vyhľadávanie slabých miest v procesoch (pain pointov) a navrhovanie riešení, ktoré zákazníkom aj partnerom zjednodušia život • HR a nábor: Budete mať kľúčové slovo pri výbere nových talentov do tímu a postaráte sa o ich hladký onboarding • Hlas zákazníka vo firme (Voice of Customer)