Head of Customer Support & Retention

Responsibilities

• Lead customer care operations in
• Armenia, Kazakhstan and Uzbekistan.
• Design and embedded processes that protect the customer relationship in difficult situations: proactive communication, clear notifications and structured handling of complex cases.
• ● Define a clear, reliable retention metric and secure its approval by senior management.
• ● Ensure clear and well-defined service and support for customers.
• ● Systematically capture customer feedback and expectations and translate them into concrete service improvements.
• ● Decide on customer claims within the authority agreed with management.
• Contact Management and
• ● Forecast contact volumes and plan staffing and shift schedules to meet demand and service-level targets.
• Manage customer interactions across all channels, and develop written and self-service channels alongside voice, setting and reviewing channel-mix targets.

Languages

Required

• Proven project management skills, including leading change initiatives from design to delivery.

Nice to have

• Strong people leadership, combining interpersonal skills with sound operational management, supported by a verifiable track record.
• Armenian, Russian and English, both written and spoken.

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