Customer Support Center Head

Job description

• We are looking for an experienced, responsible, and goal-oriented Leader to manage our Distance Customer Support team and ensure high-quality support across all major service channels, including:

  • Phone support
  • Written communication (mobile banking app messages, online chat, email correspondence)
  • Social media platforms and other digital solutions The Leader will be responsible for organizing efficient workflows, monitoring service quality, and driving continuous improvement.

Job responsibilities

• • Lead and optimize the customer support team’s performance across multiple service platforms by effectively organizing and streamlining workflows
  • Provide daily guidance, continuous coaching, mentoring, and training to team members, aiming for ongoing skill development and high team and individual performance
  • Monitor and evaluate KPIs to ensure timely and efficient achievement of team and individual goals, while maintaining excellent service quality
  • Assign and clarify tasks and responsibilities, balancing resource allocation and maximizing team productivity
  • Actively improve and automate service processes by implementing innovative technological solutions and best practices to enhance customer satisfaction
  • Collaborate closely with internal teams (IT, product, marketing, business development) and external vendors to expand platform functionality and improve service quality
  • Participate in the effective and prompt resolution of complex and escalated cases, ensuring high customer satisfaction and protecting the bank’s reputation
  • Define and develop cross-selling strategies as a critical factor for team performance and business growth
  • Continuously improve team engagement, motivation, and work quality by fostering an open, supportive, and collaborative work environment.

Necessary requirements

• • Minimum 3 years of experience in customer service, including at least 1 year in a leadership or team lead role
  • Strong leadership skills, including team development, problem-solving, change management, and conflict resolution capabilities
  • Technical literacy and proven ability to collaborate effectively with technical teams
  • High responsibility, process orientation, and a strong customer service mindset
  • Experience with CRM systems, chatbots, or AI solutions is a plus
  • Advanced Excel skills (for data analysis); knowledge of SQL is a strong advantage
  • Excellent command of Armenian, Russian and English (mandatory).