Toloka.ai is the leading crowdsourcing platform for AI data labelling with 9M+ performers based in 100+ countries. Toloka.ai is used by major companies across the technology industry as it delivers value by being a scalable, cost-effective, reliable, and fast solution for data labelling that also gives customers full control of pipeline quality.

As a customer-driven product, Toloka.ai dedicates a customer support team to ensure that our clients are getting the most out of the platform and receiving an overall exceptional experience. The Head of Customer Support directs the support team, interacts with the product and other teams internally to solve business goals, and works to streamline business processes as needed.

• Set up support processes for users from around the world
• Build a support team capable of working with users in English, Russian, and potentially other languages
• Bring long-term projects to life and delegate work to adjacent teams followed by monitoring and measuring the execution
• Manage changes and roll out new tools for the support team as needed
• Continuously strive to improve customer service for our product
• Work closely with the product, marketing, sales, customer success, and other teams to solve business goals
• Analyze bulk data, work with existing metrics, and build new ones

• 3+ years of experience building and leading a support team, ideally for a B2B SaaS company
• Ability to work multiculturally and cross-functionally as part of a diverse team
• Knowledge of project management basics
• Working command of English to facilitate communication with team members in different countries, native speakers included, as well as company clients
• Proficiency in verbal and written Russian
• Maintaining high standards of responsibility and timeliness for yourself and others
• Multitasking without sacrificing productivity
• Making decisions on your own
• Enjoying learning from others as well as independently
• Analytical mindset that prioritizes attention to detail
• Comfort with a high degree of ambiguity in work tasks
• Bachelor’s degree

• Working with or managing geographically distributed and remote teams
• Familiarity with best practices and cutting-edge trends in the customer service industry