Live Operations Specialist - Balkans (She/He/They)
Core
Lead Customer Service Operations for the Balkans region, managing large-scale hubs to resolve client, courier, and partner issues across multiple channels.
Role type
Senior Live Operations Lead (Customer Service)
Builds
Customer service hubs serving millions of users in the Balkans
Domain
On-demand marketplace / Food delivery / Logistics
Deliverable
client delivery
Required skills
Large team leadership (>200 HC), strategic planning, KPI analysis, budget management, vendor management, change management, project management, data-driven decision making
Preferred skills
Hub provider relationship management, workforce planning, cross-functional alignment
Technologies
Chat, email, phone support systems
Responsibilities
Manage and optimize performance of Customer Service hubs; Drive satisfaction, efficiency, and quality metrics; Analyze KPIs and implement improvement initiatives; Plan and manage hub workforce and budget; Act as the primary point of contact for local Business and Operations Managers; Empower and engage agents; Represent the Voice of the Customer organization-wide.
Seniority
Senior, hands-on IC with team leadership
