250,000 - 300,000 ₽

• Remote possible
• Full-time
• Experience from 3 years

LionAdverts

Moscow

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We are developing an international product platform in the CS2 sphere and are looking for a Head of Client Service who will take over the management of the support team and build a scalable user management system.

Currently, client service is one of the key growth points of the product. We need not an administrator of current processes, but a strong operational leader capable of building the function almost from scratch: implementing SLA, quality standards, analytics, automation, team training, and a clear system of interaction with other departments.

Main Goal of the Role:

• To transform the support service from a reactive team handling inquiries into a systemic client service function that:
• quickly and efficiently resolves user issues;
• increases trust in the platform;
• reduces customer churn;
• helps to bring users back to the product;
• identifies systemic problems and passes them on to the product team;
• automates most typical inquiries;
• operates based on transparent metrics and SLA.

Key Responsibilities:

• Manage a client service team of approximately 11 people.
• Conduct an audit of processes, workload, inquiry structure, and employee efficiency.
• Develop and implement SLA by inquiry type and priority.
• Build a multi-level support model: knowledge base and automation → L1 → L2 → specialized department.
• Define escalation rules for complex, financial, and conflict cases.
• Create regulations, instructions, response templates, and a unified knowledge base.
• Formulate the Tone of Voice and communication standards with users.
• Implement a system for quality control of dialogues and regular QA.
• Set up training, certification, and employee development.
• Create a transparent system of metrics and reporting on support operations.
• Implement AI tools, chatbots, and self-service scenarios.
• Automate typical inquiries related to payments, promo codes, trades, item statuses, and other recurring issues.
• Build a Voice of Customer system: collect reasons for inquiries, user complaints, and suggestions, turning them into tasks for the product.
• Ensure interaction of support with Product, Development, Payments, CRM, Marketing, and other departments.
• Manage incidents and mass user inquiries.
• Plan the necessary team size, shifts, and workload.
• Formulate an employee motivation system linked not only to speed but also to the quality of problem resolution.

Goals for the First 30 Days:

• Conduct a full audit of client service.
• Record current metrics and determine baseline SLA, FRT, FCR, CSAT, QA, repeat inquiries, and workload.
• Classify the main reasons for user inquiries.
• Identify critical gaps in the customer journey.
• Describe areas of responsibility and escalation rules.
• Prepare a client service transformation plan for 90–180 days.

Goals for the First 60 Days:

• Implement basic SLA and inquiry priorities.
• Launch regulations for handling key inquiry types.
• Formulate and implement the Tone of Voice.
• Launch the knowledge base and unified response templates.
• Implement a QA scorecard and regular dialogue quality assessment.
• Set up a management dashboard with key metrics.
• Organize regular training and feedback for the team.
• Launch a clear process for interaction between support and other departments.

Goals for the First 90 Days:

• Ensure SLA compliance for at least 85% of inquiries.
• Increase FCR (First Contact Resolution) — the proportion of issues resolved in a single contact — to at least 70%.
• Reduce the proportion of reopened inquiries to 10% or less.
• Increase the internal quality score of dialogues to 85–90%.
• Launch automation for the most frequent inquiry types.
• Formulate a regular Voice of Customer report for management and the product team.
• Reduce the number of pending and unresolved inquiries.
• Create a transparent system for evaluating the performance of each employee.

Goals for 6–12 Months:

• Target values should be confirmed after recording the current baseline, but expected benchmarks are as follows:
• SLA compliance — 90% and above;
• CSAT — 85% and above;
• FCR — 70–80%;
• QA Score — 90% and above;
• proportion of repeat inquiries — no more than 10%;
• automation of 50–70% of typical inquiries;
• reduction of manual workload for the team by 40–60%;
• reduction of cost per contact by at least 30%;
• reduction of critical complaints and escalations;
• measurable reduction in user churn after contacting support;
• formation of a stable flow of product improvements based on customer inquiries.

Key Role Metrics:

• First Response Time.
• Average Resolution Time.
• SLA Compliance.
• First Contact Resolution.
• CSAT.
• QA Score.
• Reopen Rate.
• Backlog and number of unresolved inquiries.
• Number of inquiries per active user.
• Proportion of automated inquiries.
• Cost per Contact.
• User retention after contact.
• Number of identified and resolved systemic causes of inquiries.

Our Expectations from the Candidate:

• Experience managing client service or support for at least three years.
• Experience managing a team of 10 or more people.
• Practical experience in building or significantly restructuring a support service.
• Understanding of SLA, FCR, CSAT, QA, WFM, and other operational metrics.
• Experience in creating regulations, knowledge bases, and quality control systems.
• Ability to work with analytics, identify problem causes, and make data-driven decisions.
• Experience implementing automation, chatbots, or AI tools.
• Ability to handle complex, conflict, and financial inquiries.
• Strong team management skills: hiring, onboarding, training, motivation, and performance management.
• Ability to collaborate with product and development teams and drive the resolution of root causes of inquiries.
• Ability to simultaneously improve service quality and control its economic efficiency.
• Experience in gaming, iGaming, fintech, crypto, marketplace, e-commerce, or other high-load B2C product is a plus.

What Kind of Person We Are Looking For:

We need a systematic and self-reliant leader who can not only manage people but also build processes. A person capable of delving into real user inquiries, finding root problems, formulating a target model, and achieving measurable results from changes.

The leader will have the necessary level of authority to change processes, implement tools, and interact with other departments.