Head of Customer Support

Description Helfy is seeking an energetic, analytical, and highly proactive Head of Customer Support to lead and scale our global support operations from our Tbilisi office. Reporting directly to the Director of Operations & Support, you will take full ownership of our frontline support strategy, driving operational excellence, team development, and customer retention across worldwide markets. You will lead a dynamic, multi-tier team comprising 25+ Support Agents, 2 Team Leads, a QA Manager, and an Onboarding/Training Specialist , managing high ticket volumes across multiple channels in a fast-paced environment. If you are a proactive problem-solver with high ownership and a big-picture mindset, excel at project management, and thrive when managing complex live operations, this role is for you. Responsibilities Team Leadership & Operations Management Lead, mentor, and inspire an international, multi-cultural support team across a 24h operational coverage model. Directly manage Team Leads, QA, and Training specialists to ensure consistent agent performance, continuous learning, and clear career paths. Manage complex shift scheduling, queue capacity, and workforce allocation to maintain continuous 24h coverage and strict response SLAs. Live Project & Integration Management Simultaneously manage and oversee operational execution for multiple live logistics and delivery projects (e.g., Urbify, Uber, express courier integrations). Drive cross-functional collaboration with Tech, Operations, and Product to troubleshoot edge cases and keep daily workflows running smoothly. KPI Management & Clear Executive Reporting Establish, track, and exceed core CS performance metrics: CSAT, SLAs, First Contact Resolution (FCR), Average Speed of Answer (ASA), and QA Quality Scores. Build clear, data-driven dashboards and present regular operational performance reports to the Director of Operations & Support and senior leadership. Implement robust accountability frameworks to ensure both individual and team-level KPIs are consistently met. Process Optimization & SOPs Identify operational friction points, edge cases, and recurring customer pain points; design and roll out clear, scalable SOPs and escalation protocols. Continuously evaluate and optimize CRM platforms, ticketing routing rules, and telephony tooling stack. Requirements 5+ years of leadership experience as a Head of CS, CS Manager, or Call Center Director in a high-volume, tech-enabled environment. Global & Call Center Background: Proven track record of managing international call center environments and distributed or multi-cultural support teams operating 24/7. Live Project Management: Demonstrated capability to manage multiple live projects and logistics partners simultaneously (e.g., Uber, Urbify, or similar operational workflows). Tech & CRM Mastery: Deep hands-on experience with modern CRM platforms (e.g., Zendesk, Freshdesk, Intercom, Salesforce); expert in automation rules and routing workflows. Data & KPI Driven: Comfort working with complex metrics, data reporting, and KPI-driven performance targets. High-Ownership Mindset: Self-starter who anticipates challenges, builds solutions independently, and takes full accountability for outcomes. Language & Communication: Fluent / Perfect English (both written and verbal) with exceptional communication skills;Clear, concise executive reporting and presentation capabilities. Nice to Have Fluency in German or French (written and verbal) is a strong advantage. Experience in HealthTech, E-Commerce, or regulated service platforms. Experience implementing AI support assistants, chatbots, or automated deflection tools. What We Offer Opportunity to take ownership of a core global function within a fast-growing, dynamic company. Direct mentorship and close partnership with the Director of Operations & Support. Vibrant, in-office team environment in Tbilisi with a clear growth trajectory.