Head of Customer Support Quality Control ( Maternity Cover) 

Are you a User Success expert with a passion for delivering results and embracing new initiatives? Do you thrive in fast-paced environments and enjoy tackling challenges?

If so, we’re looking for someone just like you—someone who embodies strategic thinking, intellectual curiosity, and a collaborative “can-do” attitude, always striving for improvement.

KEY RESPONSIBILITIES:

• Create high customer satisfaction and great experiences.
• Develop and implement quality control policies and procedures that align
  with company goals and objectives.
• Conduct regular quality audits to identify areas of improvements and
  implement corrective action.
• Review performance data, read through communication transcripts, listen to
  call recordings, and any conversations held with clients.
• Evaluate and improve quality control processes, including data
  collection, analysis, and reporting. 
• Communicate with customers and suppliers to resolve quality issues and
  ensure customer satisfaction. 
• Coach the team on how to use these tools to boost their KPIs.
• Lead and manage a team of quality control specialists. 
• Ensure that all products and services meet customer requirements
  Industry standards, and company standards. 
• Improve quality control processes, including data collection, analysis, and
  reporting.
• Collaborate with other departments to integrate quality control practices
  into all aspects of the companies operations. 

REQUIREMENTS:

• Previous experience in a tech start-up as a User Success Lead.
• Good knowledge of English language, preferably C1 level.
• Higher education.
• Zendesk knowledge is considered to be a bonus.
• Knowledge of any Baltic or Russian languages is considered to be a bonus.
• Previous work experience in a fintech company with a consumer lending focus or experience in leading user success teams in international businesses is considered to be a bonus.

WE OFFER:

🌟 Be Part of Something BIG: Gain hands-on experience in a fast-growing fintech company. ( Our User Success team has nearly 20 people who need good leadership). 

 🤝 Work with the Best: Join a tight-knit, highly skilled team where open communication and collaboration drive success. ( According to Google, our User Success Team is currently the best in the Baltics in our field).

🏡 Work Your Way: Enjoy a hybrid setup, balancing office time and remote work to suit your lifestyle.

🛡️ We’ve Got You Covered: Benefit from sick leave compensation, additional health days, and a flexible work environment that prioritizes your well-being.

🎉 Stay Active and Connected: Take birthday leave, join fun team events, and enjoy plenty of opportunities to unwind.