The backbone of Kiwi.com operations is our industry-leading Customer Support (CS). We provide a 24/7 global service for both B2B and B2C customers across 14 languages. Thanks to over a thousand staff, the service is provided in-house and by highly experienced vendors and managed from our headquarters in Brno.
As VP of Customer Support, your mission will be to drive your senior leadership team to provide brilliant support to our customers around the world. You’ll also be defining, executing and evolving the vision and strategy for CS.
Report to the Chief Operating Officer, you will lead the CS Senior Leadership Team
Be the voice of the customer throughout Kiwi.com, incurring their voice is heard in all key decision-making processes
Work in partnership with CX to ensure that the customer experience is optimized, is deliverable and is consistently measured.
Work closely with Product, CS Systems, CX and other stakeholders to define, refine and review strategic paths for CS.
Be the voice of the customer and CS Operations – working with all other functions to ensure that any changes proposed consider CS Operations requirements at all times.
At least 5+ years of experience leading CS globally in a fast moving B2C tech business – start-up experience preferable.
Travel industry experience is preferable, but not required.
Experience developing, executing and refining CS-based strategies.
The ability to create and maintain strong cross-functional relationships throughout the business.
The ability to represent Kiwi.com externally in CS forums
Analytical mind with ability to recognize and understand broad business context.
Great understanding of CS technologies and latest industry thinking.
Strong understanding of BPO and offshoring strategies.
Deep understanding of working within (and preferably leading large, geographically dispersed CS operations.
Ability to deal with confidential information and ability to guarantee confidentiality in end-to-end processes.
Attention to detail and processes rigorousness.
Ability to lead by example by demonstrating company values and set the right context for team and individual behavior.
Great communication skills and negotiation skills.
Ability to lead cross-functional groups to ensure CS delivers against its strategic OKR’s.
What’s in it for you:
Freedom to try new things and unleash your ambitions.
Competitive package including bonuses.
Ability to access our Stock scheme (depending on seniority and internal regulations).
A friendly work environment where dogs are welcome.