Our Vision for Excellence
We are seeking a dynamic and results-driven leader to spearhead our client service department, fostering an environment of exceptional service delivery.
Key Responsibilities
* Service Quality: Develop and implement stringent internal service standards, defining key performance metrics (KPIs) for response times, process milestones, and overall client satisfaction.
* Operational Enhancement: Streamline departmental workflows to boost efficiency, shorten case processing times, and improve collaboration between legal teams and client-facing managers.
* Strategic Leadership: Serve as the primary escalation point for complex or high-profile client cases, providing expert conflict resolution and ensuring client retention.
* System Implementation: Champion the adoption and smart use of CRM and process automation tools to drive efficiency, enhance data integrity, and provide analytical insights.
* Team Development: Lead, mentor, and scale a high-performing client services team, promoting a culture of accountability, continuous improvement, and unwavering commitment to the client experience.
* Client Feedback: Establish and manage a robust client feedback loop to gather actionable insights for continuous service enhancement.
Essential Skills & Qualifications
* A proven track record of leadership in a client services, account management, or operations role, ideally within a high-value service industry such as legal, finance, or international consulting.
* Complete fluency in both English and Russian is mandatory. Proficiency in additional languages is a strong asset.
* A process-oriented mindset with demonstrated experience in designing and implementing efficient operational systems.
* Strong command of CRM software and business process automation tools.
* Exceptional leadership skills, including delegation, team development, and diplomatic conflict resolution.
* Experience working in an international or multi-jurisdictional environment is highly preferred.
What We Offer: The opportunity to lead a critical department in a globally recognized organization, A fully remote role with a flexible work schedule and occasional international travel, A competitive salary complemented by performance-based bonuses, A collaborative and professional international team with significant opportunities for growth.