Head of Customer Support

About the role

Helfy is looking for an energetic, analytical, and proactive Head of Customer Support to own and scale its global support operations from the Tbilisi office. Reporting to the Director of Operations & Support, you will shape frontline strategy, drive operational excellence, and boost customer retention across worldwide markets.

Key responsibilities

• Lead, mentor and inspire an international, multi‑cultural support team covering 24 h operations.
• Directly manage Team Leads, QA Manager and Training Specialist to ensure consistent performance and clear career paths.
• Oversee complex shift scheduling, queue capacity and workforce allocation to meet strict SLA targets.
• Manage live logistics and delivery projects (e.g., Urbify, Uber) while coordinating with Tech, Operations and Product teams.
• Define, track and exceed core CS metrics such as CSAT, SLA, FCR, ASA and QA scores.
• Build data‑driven dashboards and present regular performance reports to senior leadership.
• Identify friction points, design scalable SOPs and continuously optimise CRM, ticket routing and telephony tools.

Required profile

• 5+ years of leadership experience as Head of Customer Support, CS Manager or Call Center Director in a high‑volume, tech‑enabled environment.
• Proven track record managing international call‑center teams operating 24/7.
• Demonstrated ability to run multiple live projects with logistics partners simultaneously.
• Deep hands‑on experience with modern CRM platforms and automation of routing workflows.
• Strong data‑driven mindset with comfort analysing KPIs and building accountability frameworks.

Required skills

• Zendesk
• Freshdesk
• Intercom
• Salesforce