Head of Customer Support

December 21

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Stellartech Research Corporation

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Biomedical Design • Development • Contract Manufacturing • Medical Device Design

51 - 200 employees

⚕️ Healthcare Insurance

🧬 Biotechnology

Description

• We are a rapidly growing company at the forefront of innovation in the EdTech industry, dedicated to shaping the future of education through groundbreaking products and services. • The Head of Customer Care will lead the strategy, execution, and continuous improvement of our customer support function within a rapidly growing IT environment. • This role requires a balanced approach: serving as the customers’ advocate to ensure a top-tier user experience, while also emphasizing the business’s operational and financial goals. • The successful candidate will prioritize scalability, automation, and data-driven decision-making to support global expansion and meet key performance metrics.

Requirements

• Development of Communication Guidelines and Scripts: Ability to create standardized messaging frameworks, including scripts and tone guidelines, ensuring all support interactions are brand-consistent, clear, empathetic, and aligned with the company's customer experience philosophy. • Expertise in Customer Support Platforms and Tools: In-depth knowledge of industry-standard CRM and ticketing systems (e.g., Zendesk, Freshdesk, Front, Salesforce), as well as experience setting up and optimizing omni-channel support environments (phone, email, chat, social media). • Demonstrated success implementing automation, AI-driven tools, or other technology solutions to scale support operations. • Business Acumen: Strong analytical skills and experience using data-driven insights to guide decisions, measure success, and drive continuous improvement. • Analytical Excellence: Exceptional skill in interpreting complex data, identifying trends, and delivering actionable insights. • Exceptional communication, leadership, and team-building abilities within diverse, cross-functional teams. • Regulatory and Compliance Awareness: Understanding of industry-specific regulations, data privacy laws, and compliance standards relevant to edtech and customer support operations. • English - Advanced

Benefits

• Impactful Work: Your contributions will directly shape the future of our company. • Innovative Environment: We're all about trying new things and pushing the envelope in EdTech. • Freedom: flexible role based either remotely or hybrid from one of our offices in Cyprus, Poland. • Health: we offer Health Insurance package for hybrid mode (Cyprus, Poland) and health corner in the Cyprus office. • AI solutions: GPT Chat bot/ Chat GPT subscription and other tools. • Wealth: we offer a competitive salary. • Balance: flexible paid time off, you get 21 days of annual leave + 10 bank holidays. • Collaborative Culture: Work alongside passionate professionals who are as driven as you are.