Customer Care Operations Manager (Promova) at Genesis

We are Boosters, a team of professionals creating fast-growing mobile products that improve the quality of life for millions of customers around the world. With a total audience of more than 22 million users, our products consistently rank among the top apps worldwide.

Our greatest asset is our people — individuals who are driven to grow, develop, and share their knowledge. We currently have 100+ members in our team, and we don’t plan to stop!

We are currently looking for a skilled Customer Care Operations Manager to join our dynamic Promova team. In this role, your main objective will be to oversee daily operations, implement effective processes, and drive continuous improvement to enhance the overall customer experience.

ABOUT US:

Promova is a one-stop language learning platform that includes a mobile app, conversation clubs, group classes and one-to-one lessons with tutors. We have a popular website, media presence, and active socials. Our app has been downloaded more than 14 million times, and our learners completed over 35 million lessons over the last few years. Our goal for the next 2 years is to secure a spot among top 5 online language learning services worldwide. Looking ahead, within the next five years, we want to achieve the status of a unicorn company with Ukrainian roots!

ABOUT YOU:

• You have 1-2 years of experience in customer care or customer service management operations with a portfolio of cases that optimized daily workflows, and customer data-driven initiatives that resulted in business metrics improvements;
• You initiated and went through policies & procedures updates that fostered transparency, and clarity in the customer care team or built trust with customers;
• You possess strong communication and interpersonal skills, enabling you to convey information effectively and facilitate cross-functional initiatives & managing change effectively;
• You are familiar with various ticketing and help desk platforms, as well as live chat and messaging tools, ensuring you can effectively manage customer interactions across multiple channels;
• You possess advanced English language skills.

YOUR AREA OF IMPACT:

• Strategizing and implementing customer care initiatives from service standards development to feedback loop;
• Data-driven improvements of daily operations and workflows to excel in operations effectiveness;
• Driving user-centred development by collaborating with other departments, such as product & marketing, support to gather customer insights, address pain points, and enhance the overall customer experience.

WHAT WE OFFER:

• Work in a team of professionals with an audience of more than one million per month;
• Philosophy and conditions for your constant growth and development;
• A large space for implementing your ideas and influencing the product.

CORPORATE BENEFITS:

• Corporate doctor and medical insurance;
• Compensation for additional training at external training events and seminars
• Business and Management School for employees;
• A large electronic library and access to paid online courses and conferences
• Internal discussions and workshops
• Free English courses.

Hit the apply button and let's create the unicorns together! 🦄