📍 Job Overview

Job Title: Head of Customer Support Unit
Company: Sky Group LLC
Location: Tbilisi, Georgia
Job Type: On-site
Category: Customer Support Management
Date Posted: 2025-07-21
Experience Level: 5-10 years
Remote Status: On-site

🚀 Role Summary

Lead and manage the customer support team, driving exceptional service delivery and operational efficiency.
Develop and implement strategies to enhance the customer support experience and improve service quality.
Collaborate cross-functionally with other departments to ensure smooth customer support processes and seamless handoffs.
Analyze customer feedback and data to identify trends, improve processes, and drive continuous improvement.
Foster a customer-first culture across the organization.

📝 Enhancement Note: This role requires a strategic thinker with strong leadership, team management, and data analysis skills. Familiarity with the crypto industry and CRM software is beneficial.

💻 Primary Responsibilities

Leadership and Strategy
- Lead and manage the customer support team, setting clear goals and expectations.
- Develop and implement strategies to enhance the customer support experience and efficiency.
- Identify customer pain points and devise solutions to improve service delivery.
- Foster a customer-first culture across the organization.
Customer Support Management
- Oversee day-to-day operations of the customer support team, ensuring high service standards and quick response times.
- Ensure proper resolution of customer complaints and queries across all channels (Email, chat, social media).
- Continuously monitor and improve customer satisfaction metrics (e.g., CSAT, NPS, first response time).
- Analyze customer feedback and work with relevant departments to identify trends and areas for improvement.
- Develop, implement, and refine customer support policies and procedures.
Team Management & Development
- Hire, train, and mentor customer support staff.
- Develop shifts for efficient team work and maximum customer satisfaction.
- Conduct regular performance reviews and provide coaching and professional development opportunities.
- Ensure the team is equipped with the right tools and resources to deliver excellent service.
- Set clear KPIs and ensure the team consistently meets or exceeds expectations.
Cross-Functional Collaboration
- Work closely with other departments (Marketing, Product, IT) to ensure smooth customer support processes and seamless handoffs between teams.
- Collaborate with the product and engineering teams to provide feedback on product issues and customer pain points.
- Work with the IT department to ensure the CRM and support software are optimized for the team's needs.
Reporting and Analysis
- Regularly report on customer support metrics and team performance.
- Provide data-driven insights to the senior leadership team to guide strategic decisions.
- Continuously analyze and identify opportunities for process improvements and cost reductions.

🎓 Skills & Qualifications

Education:

Bachelor’s degree in Business Administration, Management, or a related field. A Master’s degree is a plus.

Experience:

5+ years of experience in customer support, with at least 3 years in a managerial or leadership role.
Experience with CRM software, customer support tools, and back-office management systems.
Familiarity with customer service metrics and reporting tools.
Experience working in the crypto industry would be a great advantage.

Required Skills:

Strong leadership and team management skills.
Excellent communication skills, both written and verbal.
Ability to analyze data and derive actionable insights.
Strong problem-solving abilities and attention to detail.
Ability to work cross-functionally with multiple departments.
A customer-first mindset with a focus on continuous improvement.

Preferred Skills:

Familiarity with the crypto industry and its unique customer support challenges.
Experience with specific CRM software (e.g., Zendesk, Salesforce Service Cloud, Freshdesk) and customer support tools.

📊 Web Portfolio & Project Requirements (N/A for this role)

💵 Compensation & Benefits

Salary Range: The salary range for this role in Tbilisi, Georgia, is approximately GEL 2,500 - 3,500 per month, based on market research and industry standards for a Head of Customer Support Unit with 5-10 years of experience.

Benefits:

Health insurance.
Performance-based bonus system.
Professional development opportunities.
Competitive salary.

Working Hours: Full-time, 40 hours per week, with flexible hours for deployment windows, maintenance, and project deadlines.

📝 Enhancement Note: The salary range provided is an estimate and may vary based on the candidate's experience, skills, and the company's internal salary structure. The benefits listed are specific to the company and may not be comprehensive.

🎯 Team & Company Context

Company Culture:

Industry: Gaming and gambling industry, with a focus on customer support and user experience.
Company Size: Medium-sized company with a growing customer base and expanding product offerings.
Founded: Over 10 years ago, with a strong reputation for reliability and innovation.

Team Structure:

The customer support team consists of customer support agents, team leads, and the Head of Customer Support Unit.
The team works closely with other departments, including Marketing, Product, and IT, to ensure smooth customer support processes and seamless handoffs between teams.
The customer support team is responsible for handling customer inquiries and issues across multiple channels, including Email, chat, and social media.

Development Methodology:

Agile methodologies are used for continuous improvement and process optimization.
Regular team meetings and one-on-one sessions are held to discuss performance, provide feedback, and plan for future growth.
The customer support team uses CRM software and customer support tools to track customer interactions, manage cases, and analyze performance metrics.

Company Website: Sky Group LLC

📝 Enhancement Note: Sky Group LLC is a well-established company in the gaming and gambling industry, with a strong focus on customer support and user experience. The company values innovation, continuous improvement, and a customer-first approach.

📈 Career & Growth Analysis

Customer Support Career Level: This role is a senior-level position within the customer support career path, responsible for leading and managing the customer support team, driving exceptional service delivery, and ensuring operational efficiency.

Reporting Structure: The Head of Customer Support Unit reports directly to the Chief Operating Officer (COO) and works closely with other department heads, including Marketing, Product, and IT.

Technical Impact: The Head of Customer Support Unit has a significant impact on customer satisfaction, user experience, and the overall success of the company's customer support operations. They are responsible for driving continuous improvement, enhancing service quality, and ensuring customer support processes align with business objectives.

Growth Opportunities:

Career Progression: With proven success in this role, the Head of Customer Support Unit may have the opportunity to advance to a senior leadership position within the company, such as Director of Customer Support or Chief Customer Officer.
Technical Skill Development: This role provides opportunities to develop and enhance skills in customer support management, data analysis, and cross-functional collaboration. Additionally, the Head of Customer Support Unit may have the chance to gain exposure to emerging technologies and industry trends, driving continuous learning and professional growth.
Leadership and Mentoring: As a senior-level role, the Head of Customer Support Unit has the opportunity to mentor and develop junior team members, fostering a culture of growth and continuous improvement within the customer support team.

📝 Enhancement Note: The Head of Customer Support Unit role offers significant growth potential, with opportunities for career progression, technical skill development, and leadership mentoring. Success in this role requires strong leadership, team management, and data analysis skills, as well as a deep understanding of customer service operations and a customer-first mindset.

🌐 Work Environment

Office Type: On-site, with a modern, collaborative workspace designed to facilitate teamwork and communication.

Office Location(s): Tbilisi, Georgia, with easy access to public transportation and nearby amenities.

Workspace Context:

The customer support team works in an open-plan office, with dedicated spaces for team meetings, training, and quiet work.
Each customer support agent has access to multiple monitors, headsets, and other necessary tools to provide excellent customer support.
The workspace is equipped with customer support software, CRM tools, and other resources to ensure efficient case management and high service quality.

Work Schedule: Full-time, 40 hours per week, with flexible hours for deployment windows, maintenance, and project deadlines. The customer support team operates on a 24/7 schedule, with shifts rotated to ensure continuous customer support coverage.

📝 Enhancement Note: The on-site work environment at Sky Group LLC is designed to foster collaboration, communication, and continuous learning. The modern, customer-focused workspace is equipped with the latest tools and resources to ensure efficient case management and high service quality.

📄 Application & Technical Interview Process

Interview Process:

Phone or Video Screen: A brief phone or video call to discuss the candidate's experience, motivation, and cultural fit.
On-Site Interview: A more in-depth on-site interview, including a tour of the office, meetings with team members, and a discussion of the company's culture and values.
Final Interview: A final interview with senior leadership to assess the candidate's fit for the role and the company's long-term goals.

Portfolio Review Tips: (N/A for this role)

Technical Challenge Preparation: (N/A for this role)

ATS Keywords: (N/A for this role)

📝 Enhancement Note: The interview process for the Head of Customer Support Unit role is designed to assess the candidate's leadership, team management, and data analysis skills, as well as their cultural fit and long-term potential within the company.

🛠 Technology Stack & Web Infrastructure (N/A for this role)

👥 Team Culture & Values

Customer Support Values:

Customer-First: Always prioritize the customer's needs and strive to exceed their expectations.
Continuous Improvement: Regularly review and improve processes, tools, and skills to enhance the customer support experience.
Collaboration: Work closely with other departments to ensure seamless customer support processes and effective issue resolution.
Empathy: Understand and share the feelings of customers to provide personalized and compassionate support.
Integrity: Act with honesty and transparency in all customer interactions and internal communications.

Collaboration Style:

Cross-Functional Integration: Work closely with other departments, including Marketing, Product, and IT, to ensure smooth customer support processes and seamless handoffs between teams.
Code Review Culture: Regularly review and discuss customer support cases, processes, and tools to ensure high service quality and continuous improvement.
Knowledge Sharing: Encourage team members to share their expertise and learn from one another to drive collective growth and development.

📝 Enhancement Note: Sky Group LLC fosters a customer-first culture, with a strong emphasis on continuous improvement, collaboration, and empathy. The company values integrity and encourages open communication and knowledge sharing among team members.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Customer Volume: Manage a high volume of customer inquiries and issues, ensuring efficient case management and high service quality.
Customer Complexity: Address complex customer issues and concerns, requiring strong problem-solving skills and a deep understanding of the company's products and services.
Customer Expectations: Meet and exceed customer expectations for response times, issue resolution, and overall service quality.
Team Management: Lead and manage a team of customer support agents, fostering a culture of growth, development, and continuous improvement.

Learning & Development Opportunities:

Customer Support Management: Develop and enhance skills in customer support management, data analysis, and cross-functional collaboration.
Leadership and Mentoring: Mentor and develop junior team members, fostering a culture of growth and continuous improvement within the customer support team.
Industry Trends: Stay up-to-date with emerging technologies, industry trends, and best practices in customer support and user experience.

📝 Enhancement Note: The Head of Customer Support Unit role presents various technical challenges and learning opportunities, requiring strong leadership, team management, and data analysis skills. Success in this role demands a deep understanding of customer service operations, a customer-first mindset, and a commitment to continuous improvement.

💡 Interview Preparation

Technical Questions:

Customer Support Management: Describe your experience managing a customer support team, including strategies for driving exceptional service delivery and operational efficiency.
Data Analysis: Explain how you use data to identify trends, improve processes, and drive continuous improvement in customer support.
Team Management: Discuss your approach to hiring, training, and mentoring customer support agents, with a focus on fostering a culture of growth and development.
Cross-Functional Collaboration: Describe your experience working with other departments, including Marketing, Product, and IT, to ensure smooth customer support processes and seamless handoffs between teams.

Company & Culture Questions:

Company Culture: Explain what aspects of Sky Group LLC's culture appeal to you and how you can contribute to its continued success.
Customer Support Values: Describe how you embody Sky Group LLC's customer support values, including customer-first mindset, continuous improvement, collaboration, empathy, and integrity.
Long-Term Goals: Discuss your long-term career goals and how this role can help you achieve them within Sky Group LLC.

Portfolio Presentation Strategy: (N/A for this role)

📝 Enhancement Note: The interview process for the Head of Customer Support Unit role focuses on assessing the candidate's leadership, team management, and data analysis skills, as well as their cultural fit and long-term potential within the company. Success in this role requires a deep understanding of customer service operations, a customer-first mindset, and a commitment to continuous improvement.

📌 Application Steps

To apply for the Head of Customer Support Unit position at Sky Group LLC:

Submit your application through the application link provided.
Prepare for the phone or video screen by reviewing your experience, motivation, and cultural fit.
Research Sky Group LLC's company culture, values, and customer support approach.
Prepare for the on-site interview by practicing common customer support scenarios, data analysis techniques, and team management strategies.
Reflect on your long-term career goals and how this role can help you achieve them within Sky Group LLC.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with Sky Group LLC before making application decisions.

Head of Customer Support Unit