Tutu.ru, an online ticket sales service, is looking for a Head of Support Department.
The company is strengthening its team and is looking for a Head of Customer Support Department – a team of true experts. Their main goal is to ensure impeccable service quality, which is Tutu's hallmark, through effective team management.
Key responsibilities in the position:
- Team Management: Build and develop a team, including supervisors and mentors. Delegate tasks, motivate, act as a leader and mentor. Be responsible for the entire employee lifecycle: recruitment, onboarding, training, and development.
- Performance Management: Plan team work, set clear goals and objectives. Organize teamwork, control the process, and promptly adjust actions to achieve results. Effectively manage priorities and resources.
- Analysis and Optimization: Identify and analyze the causes of user complaints. Based on the analysis, initiate and implement improvements in work processes to reduce complaints, improve service quality, and increase team throughput.
- Complex Case Resolution: Act as the final point of contact for resolving the most complex and non-standard customer issues that the team could not handle.
- Collaboration and Projects: Actively collaborate with related departments (product teams, PR, etc.) and participate in contact center and company projects.
What is important for the future candidate:
- Experience. At least one year of team management experience (ideally of a similar scale).
- Performance and Proactivity. Ability to work with high dedication, independently initiate tasks, and take full responsibility for results.
- Analytical Mindset. Ability to collect and analyze information from various sources, see the core of a problem, objectively assess situations, and make balanced decisions.
- Developed Leadership and Empathy. Ability to motivate and develop people, provide constructive feedback. Ability to understand the needs of the team and customers.
- Strong Communication Skills. Ability to persuade, justify one's position, and conduct business communication both orally and in writing.
About the Contact Center:
Tutu's contact center has 400+ employees. There are teams such as: first and second-line support, complaint handling, quality control, HR, load monitoring and management, training and development, analytics and data, as well as the operational department, experts, and others.
Work Schedule:
5/2 work schedule. You can work from the office in Moscow or St. Petersburg. Fully remote or hybrid format, visiting the office as needed.
What the company offers, besides interesting tasks:
- Cutting-edge technologies and strong leadership. You will work with a modern stack and experienced technical leaders in a company that is not afraid to try new things and stay one step ahead.
- Space for ideas. New directions are constantly opening up in the company – this is your chance to build something important from scratch and leave your mark on the company's history.
- A team of true professionals. You will be surrounded by people from whom you can and should learn. The company has a strong knowledge-sharing culture and perhaps the best internal knowledge base on the market.
- An atmosphere where creativity thrives. Colleagues don't just work together – they become friends, support each other, and organize vibrant corporate events that energize for months to come.
- A complete care package. Naturally, the company provides everything you need for confidence in the future: voluntary medical insurance with dental care, travel insurance, psychological support, and, of course, full compliance with the Labor Code of the Russian Federation.
Interview Structure:
- A short survey when applying for the vacancy.
- A 10-15 minute phone call with HR to determine the date and time of the meeting.
- A Zoom meeting with HR to discuss your previous experience and aspirations in more detail, and to learn about the company and its processes.
- A Zoom interview with the potential manager to understand how comfortable you will be working together.
