Head of International Support and Contact Centres

Yandex is a leading online ride-hailing service. It automatically identifies the customer's location and sends them the nearest taxi from one of its many partner taxi companies. We operate in 18 countries spanning the EU, Asia, the Middle East, and Africa, and we’re quickly expanding into other markets worldwide.

We’re looking for an experienced lead to manage the international support service’s local team, where issues with users and drivers will be resolved quickly and efficiently.

You will manage a team of 200-250 people, optimize processes, adapt them to local features, and think through ticket routing and response logic, which may differ from that of other lines. This is a full-time position.

• Manage the support and contact center teams
• Maintain KPIs in terms of speed (SLA of a few minutes) and quality of support (CSAT and internal quality audit)
• Be aware of all changes made to the service, offer solutions, and manage response logic
• Improve processes for support and the service as a whole
• Work on reducing the number of requests
• Be responsible for hiring, budgeting, and remuneration

• Problem-solving and multi-tasking skills
• Ability to perform effectively under pressure
• Strong quantitative and analytical mindset
• Strong verbal and written communication skills in English
• Positive work ethic, ambitious and passionate attitude
• Organized and process-oriented with the ability to drive resolutions
• Flexible approach, able to operate effectively with uncertainty and change
• Proven track record of working in a customer-facing role