Head of Support & Supply
- Are you ready to lead the beating heart of our platform - where customer experience meets freelancer excellence?
- We're searching for a visionary leader to head three critical teams: Support, Sales, and Freelancers Operations.
- You'll oversee everything from client satisfaction and sales conversion to freelancer recruitment and quality control. With a sharp eye for detail and a strategic mindset, you'll align customer needs with supply capabilities, ensuring that every order is delivered at the highest standard.
- This role is for a builder and connector - someone who thrives at the intersection of customer care and supply management, ready to implement new technologies, optimize workflows, and take bold steps to increase profitability.
- If you're passionate about driving growth, shaping client experience, and leading diverse teams, we want you on board!
Remote Full-time
job description
WHAT YOU’LL DO:
- Team Leadership & Development: Manage Support, Sales, and Freelancers Ops units, ensuring alignment and collaboration across teams.
- Customer Experience: Oversee support processes, ensuring high CSAT, quick resolution, and effective communication with clients.
- Sales & Retention: Lead the Sales team to improve conversion rates, develop upsell initiatives, and improve overall efficiency.
- Freelancer Supply Management: Ensure constant availability of high-quality freelancers, manage lifecycle from recruitment to performance evaluation.
- Quality Assurance: Maintain and improve standards of content delivery; manage cancel rate, product quality rate, and other core metrics.
- Process & Tools Optimization: Continuously improve operations, implement AI-driven tools for grading, customer care, and workflow automation.
- Reporting & KPI Management: Provide regular reports to senior management covering department KPIs, risks, and initiatives.
WHAT WE EXPECT FROM YOU:
- Leadership & Management: Ability to lead three units (Support, Sales, Freelancers Operations), including TLs and sub-TLs.
- Customer Operations Expertise: Experience in driving Support and Sales teams towards excellent client satisfaction and conversion growth.
- Freelancer Lifecycle Management: Proven track record of managing freelancer function, ensuring quality and availability of supply.
- Process Optimization & Cross-Functional Thinking: Skilled in aligning workflows between customer-facing and supply-side teams, eliminating bottlenecks and introducing efficiency.
- Data-Driven Decision Making: Strong analytical ability to monitor KPIs (CSAT, product quality, sales performance) and use insights to improve performance.
- Communication: Excellent stakeholder management skills - from motivating internal teams to negotiating with peer teams.
- Innovation & Adaptability: Comfortable implementing new tools (e.g., AI in support, automated grading, CRM optimizations) and adapting to changing market needs.
- Strong Leadership: Ability to inspire and motivate a team, leading by example and fostering a positive work environment.
- Strategic & Analytical: Able to balance short-term KPIs with long-term growth initiatives.
- Adaptability: Ability to quickly adapt to new challenges, such as the integration of AI and the development of new processes.
- Proactive: A self-starter who can anticipate potential issues and address them before they escalate.
- Customer- & Quality-Oriented: Keeps both sides (client experience and freelancer output) aligned to ensure profitability and retention.
Do you want to know some details about this position?
Kate will help!more details
YOUR JOURNEY WITH US:
- Step 1: Pre-screen.
- Step 2: Interview.
- Step 3: Final interview.
- Step 4: Reference check.
- Step 5: Job Offer!
WHAT WE OFFER:
- 28 business days of paid off.
- Flexible hours and the possibility to work remotely.
- Medical insurance and mental health care.
- Compensation for courses, trainings.
- English classes and speaking clubs.
- Internal library, educational events.
- Outstanding corporate parties, teambuildings.
WHAT WE OFFER:
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